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
Within three working days | Your complaint will be passed to a member of staff to deal with and you will receive an acknowledgement. |
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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.
Within three working days | You will receive an acknowledgement from the Head of Service that they are dealing with your complaint. |
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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.
- Annual review letter 2015-16 [pdf] 31KB
- Annual review letter 2014-15 [pdf] 30KB
- Annual review letter 2013-14 [pdf] 24KB
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