Please refer to our Customer Care Policy [pdf] 486KB for further information.
Your complaint will be passed to a member of staff to deal with and you will receive an acknowledgement.
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.
If you are not satisfied with our response we will pass your complaint to the relevant Head of Service to review the investigation.
You will receive an acknowledgement from the Head of Service that they are dealing with your complaint.
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, after completing steps 1 and 2, you are still not satisfied with our response to your formal complaint, you may wish to contact the Local Government Ombudsman. (If your complaint is in relation to a housing matter, 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. If you are still dissatisfied after your complaint has been heard by this panel, you may wish to approach the Local Government Ombudsman). Details of how to make a complaint to the Local Government Ombudsman can be found via the following link
You can download copies of the latest Ombudsman's report on complaints at Ashford Borough Council below.
10 Norwood Street
Kent TN23 1QT
Kent TN30 6AN