Complaints Procedure

Stage One

• The Customer Feedback Team will send an acknowledgement within two working days of receipt stating when to expect a response.
• Your complaint will be investigated by the relevant service manager and you will receive a response from the Executive Support Unit within ten working days.
• If necessary we may need to contact you to obtain further information to assist us in the investigation.
• If you are not happy with our response, you may write to us with your reasons within ten working days of receiving it, to request a further review.

Stage Two

• When further contact is received setting out the reasons you remain dissatisfied it will be acknowledged within two working days.
• The complaint will be investigated by a Head of Service or Director and the response will be sent to you from the Executive Support Unit within twenty working days.
• If the complaint is complex the investigation may take longer, but we will keep you informed and will let you know the reasons for any delay.

You can submit a complaint via email to customer.feedback@thanet.gov.uk in writing to Customer Feedback, Thanet District Council, PO Box 9, Cecil Street, Margate, Kent, CT9 1XZ or contact us by telephone:- (01843) 577000.

If you are not happy with the result of this process then you may wish to contact the Local Government and Social Care Ombudsman

or

If you are a council tenant or leaseholder and your complaint is about the Tenant and Leaseholder Service and you are not happy with the response, you may wish to contact the Housing Ombudsman

• View the full Complaints Procedure – PDF