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.

What to expect from the council's formal complaints procedure

Step 1 complaints

Step 1 complaints procedure process
Within three 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 complaints

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

Step 2 complaints procedure process
Within three 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.

If you are still dissatisfied after you have completed steps 1 and 2 

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
Ashford
Kent TN23 1QT
01233 626185

Tenterden - Citizens Advice Bureau

Town Hall
High Street
Tenterden
Kent TN30 6AN
01233 626185

Useful websites

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