Formal Complaints Procedure

Our formal complaint procedure should be used to complain about the council and the service they have provided in dealing with you as a customer.

The quickest way for you to have your complaint looked into is to use our online form.

You should not use this form if:

If you want to report a Missed Bin Collection, please visit our Missed Bin Reporting Form.
If you want to report a recurring issue with bin collections, repeated litter or dog fouling, bin collection crew behaviour or a bin collection vehicle incident, please visit our general refuse and recycling service reporting form.
If you want to make a comment on a Planning Application, please visit our Planning Applications search section.
If you are unhappy with a decision about a planning application please refer to the guidance on the Planning Application pages.
If you want to make a complaint about a councillor, please visit our Councillor complaints page.
If you want to make a noise complaint, please use our online noise complaint form.
If you want to make a complaint about a Penalty Charge Notice that has been issued, please visit our Penalty Charge Notice - How to Appeal section.
If you want to make a complaint about non-compliance with the Freedom of Information Act or the Environmental Information Regulations, please visit our FOI Page.

If your complaint does not relate to the options above, and if it is related to a service provided by Ashford Borough Council, then click the 'Make a formal complaint' button below to proceed.

You should use this form if:

If we have told you that something would be done, but it hasn’t been done or is taking too long.
If a member of our staff or someone working on our behalf has treated you unfairly.
If we have been told that you cannot have help or use a council service.

The council will make reasonable adjustments for individuals where appropriate under the Equality Act 2010. This policy is available on our website and can be provided in alternative formats or languages upon request including large print, Braille or audiotape. Assistance will be provided to any complainant needing help to access or understand this policy.

Read our Complaints Handling Policy [pdf] 219KB

**Timeframes**
-	Acknowledgement	Investigation & Response
Stage 1	Within 5 working days. You will receive the contact details of the person handling your complaint.	Within 10 working days.
Stage 2	Within 5 working days. You will receive the contact details of the person handling your complaint.	Within 20 working days. A Head of Service (or someone more senior than this if the Head of Service has replied to you at Stage 1) will review the complaint and provide a response.

A working day does not include weekends, public holidays, or days when council offices are closed. Complaints submitted after 4:00 PM, before 9:00 AM, or on weekends will be considered received on the next working day, starting the response time frame from then.
In certain cases, we may need a bit longer to get to the bottom of the issues raised. In such instances you will be notified of the revised expected response time frame within the original response time frame and why we need an extension.

Ombudsman Escalation

If you have completed all stages of our complaints process and remain dissatisfied, you have the option to refer your complaint to the Local Government and Social Care Ombudsman. If your complaint relates to an issue about housing provided by the Council you may have the option to refer your complaint to the Housing Ombudsman instead The Ombudsman provides a fair, independent, and free service. While they expect the complainant to allow the council the opportunity to resolve the complaint first, they may consider investigating if a response from us has not been received within a reasonable time. Contact details for the relevant Ombudsman are provided below, and they can be contacted at any time for advice or guidance.
Local Government and Social Care Ombudsman
Website: https://www.lgo.org.uk/
Telephone: 0300 061 0614
Postal Address: Local Government & Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH

Housing Ombudsman
Website: https://www.housing-ombudsman.org.uk/
Telephone: 0300 111 3000
Postal Address: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET