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.|
|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.|
|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.
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
Ashford - Citizens Advice Bureau
10 Norwood Street
Kent TN23 1QT
Tenterden - Citizens Advice Bureau
Kent TN30 6AN