Complaints, comments and compliments

We welcome your comments and suggestions.

Thanet District Council wants to provide the best service it can to the Community. Some complaints can be sorted out on the spot. Our staff are here to help and will always try to deal quickly and efficiently with your concern. If, however, you are not happy with the service you receive please let us know by either:-

• telephoning the department concerned or contacting the main switchboard: 01843 577000
• Emailing customer.services@thanet.gov.uk 
• visiting Thanet's Gateway Plus
• writing to the department concerned

You can also discuss your complaint with your Ward Councillor for them to raise with the council. If we receive a complaint from a third party through a Ward Councillor, we will respond directly to the Ward Councillor.

If after taking this course you are still not satisfied with our response you may wish to make a formal complaint. Simply complete and return a complaints form:

• online - submit a Complaint, comment, compliment form
• by post - download Complaint, comment, compliment Form (82kb pdf) 

If you have any difficulty making a written or verbal complaint our staff will be happy to assist you.

Councillor Complaints

Members of the public concerned about the conduct of Thanet District Councillors or Town/Parish Councillors can make complaints directly to Thanet District Council’s Standards Committee. Please read our Standards complaints procedure.

Council Housing Complaints

Complaints regarding Council Housing services should be directed to East Kent Housing.

What information should I include? We need to know:

• What has gone wrong?
• What section you have been dealing with?
• What you would like us to do to put things right?
• Your contact details, including a daytime telephone No.

What will happen to my complaint?

Your completed form will be received and recorded.  Acknowledgement will be sent, stating the contact name and telephone number of the Officer dealing with your complaint. 

Each department has a specific Manager to whom your complaint will be passed. He or she will write to you within ten working days and may contact you for further details.

If the complaint is complex the investigation may take longer, but the investigating Manager will keep you informed and will let you know the reasons for any delay.

If you do not hear from us within ten working days of making your complaint please contact the Department that is dealing with your complaint.

What if I remain dissatisfied?

If you are not satisfied with the response you receive, you can write back to us detailing your complaint reference number and explaining why you are not satisfied. Your complaint will then be escalated to the relevant Senior Manager for consideration and he or she will provide you with a 2nd Stage response within 10 days of receipt or may contact you for further details.

If the complaint is complex the investigation may take longer, but the investigating Senior Manager will keep you informed and will let you know the reasons for any delay.

Should you not be satisfied with the 2nd stage response you receive you may write to us again detailing your complaint reference number and explaining why you are not satisfied. Your complaint will then be escalated to the Chief Executive for consideration and she will provide you with a 3rd stage and final response within 10 days of receipt or may contact you for further details.

If the complaint is complex the investigation may take longer, but the Chief Executive will keep you informed and will let you know the reasons for any delay.

The Local Government Ombudsman

Occasionally people with a serious complaint about a Council service may feel the matter has not been handled properly even after following all 3 stages of the Council's complaints procedure. If this is the case then you have the right to request an independent investigation. This is the job of the Local Government Ombudsman Service.

E-mail:

customer.services@
thanet.gov.uk

Tel: 01843 577000