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:-
If after taking this course you are still not satisfied with our
response you may wish to make a formal complaint. To do so simply
complete and return a complaints form:
If you have any difficulty making a written or verbal complaint
our staff will be happy to assist you.
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 member of staff 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 officer 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?
We always try to satisfy every customer. However, if you are
unhappy with the reply you receive from the investigating officer,
you should write to the Chief Executive, at the following
address:
Richard Samuel, Chief
Executive
Thanet District Council
P O Box 9
Cecil Street, MARGATE
Kent CT9 1XZ
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 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.