Formal Complaints Procedure

If you wish to complain via our online service, please click Make a Formal Complaint

Step 1

Within 3 working days

Your complaint will be passed to a member of staff to deal with and you will receive an acknowledgement.

Within 15 working days

We will have completed our investigation and will send you a written response.
If we need more time to investigate we will keep you informed of our progress.

Step 2

If you are not satisfied with our response we will pass your complaint to the relevant Head of Service to review the investigation.

Within 3 working days

You will receive an acknowledgement from the Head of Service that they are dealing with your complaint.

Within 20 working days

The Head of Service will send you a written response.
If more time is needed to investigate you will be kept informed of our progress.

Local Government Ombudsman

Should you remain dissatisfied after following our complaints procedure you may wish to contact the Local Government Ombudsman. You can write to them at the address below or call 0845 602 1983.

ILocal Government Ombudsman

PO Box 4771

Coventry

CV4 0BM

For more information about the Local Government Ombudsman visit their website at www.lgo.org.uk.

You can download copies of the latest Ombudsman’s report on complaints at Ashford Borough Council below.

Councillor complaints

If you are complaining about the conduct of a Borough, Parish or Town Councillor please email Terry.Mortimer@ashford.gov.uk or write to:

The Monitoring Officer

Legal & Democratic Services
Ashford Borough Council

Civic Centre

Tannery Lane

Ashford

TN23 1PL

Our promise

We will carry out a full and fair investigation of your complaint and will be pleased to explain any council procedure or rules that are not clear to you.

All complaints will be treated in the strictest confidence.

Useful contacts

Citizens Advice Bureau

Ashford

Seabrooke House

10 Norwood Street

ASHFORD

Kent

TN23 1QT

Tel: 01233 626185

Tenterden

Town Hall