close

We use cookies on your computer or mobile device to help make this website better. You can find out what Cookies we use and how you can change your settings here. Our Data Protection Policy has been updated.

By closing this window, we’ll assume you’re okay to continue.

TAGS STARTING WITH:

        Complaints Procedure

        How we deal with your complaint

        Stage One

        • An acknowledgement will be sent within two working days 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.

         

        Did you find this page useful?