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Formal Complaints Procedure

Coronavirus service update

In the current circumstances there may well be a delay beyond our standard response time when replying to complaints.

Make a formal complaint

Please refer to our Customer Care Policy [pdf] 486KB for further information.

What to expect of the council's formal complaints procedure

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.

Step 3 (Housing matters only)

  • If, after receiving a response from the Head of Housing Services, you are still dissatisfied, there is a further internal stage at which your complaint will be heard by an independent panel made up of a Borough Councillor and a specially trained housing tenant. (We work with our Tenant Representatives to provide them with specialist training in this area.)

Within 3 working days

  • You will receive an acknowledgement on behalf of the 'designated person'.

Within 8 weeks

  • The 'designated person' will review the case and send you a written response.

If you are still dissatisfied after you have completed steps 1 and 2 (or 3 for housing matters)

You may wish to contact the Local Government Ombudsman (LGO), details of how to make a complaint to the LGO can be found via the LGO website.

Ombudsman reports

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

Useful contacts

Ashford - Citizens Advice Bureau

Seabrooke House
10 Norwood Street
Kent TN23 1QT

01233 626185

Tenterden - Citizens Advice Bureau

Town Hall
High Street
Kent TN30 6AN

01233 626185

Useful websites

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