Urgent Telephone 4pm - 8.30am : 01233 331111

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.

You should not use this form if:

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.

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
Kent TN23 1QT
01233 626185

Tenterden - Citizens Advice Bureau

Town Hall
High Street
Kent TN30 6AN
01233 626185

Useful websites

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