How to Comment, Complain and Feedback

Customer Service Centre   01795 417850   csc@swale.gov.uk  
Last updated on 31 March 2010   Becoming a high performing organisation

Comments and Feedback

At Swale Borough Council we value what our customers think about us.

We would therefore be very grateful if you would provide us with feedback about our services and in fact anything relating to the Council be it good or bad. If you would like to provide us with your comment or feedback please contact our Customer Service Centre:

• via email: csc@swale.gov.uk
• or by telephone: (01795) 417850

If you feel the Council has not delivered its services to your satisfaction and would like to complain, there is a four step complaints process which is explained on this webpage. 

We promise to listen to comments and complaints about the services we provide and the way in which we deliver them to our customers and where possible continually improve our services to ensure they meet the needs of all residents.

Customer Commitment Statement

Swale Borough Council is committed to consulting with you on the type of services it provides and the importance you attach to each one. We promise to carry out an ongoing review of our performance in delivering these services in order to achieve best value for you, our customers.

In doing this, we will continue to:

Welcome... your letters your telephones calls your call at our offices your visit to our facilities your email and online forms

Listen to... what you have to say your enquiries your comments on services your complaints

Deal with your enquiries... quickly fairly courteously keeping you informed of progress

With over 118,000 local "customers", the Council responds to many thousands of requests for service every year. If you consider service provision has fallen short of your expectation and wish to complain, the complaints process is explained below. 

Making a Complaint

If you become dissatisfied because you feel your request for service is not being properly dealt with and /or one of our services is not "up to standard", you should following the 4 step process below. Our leaflet  How to Comment, Compliment and Complain to the council also explains the process and includes a complaints form.

Step One

Get in touch with the Service Unit concerned, as they may be able to sort out any issue straight away.  You can contact them by writing, telephone, website, email or call in.

Give details of:

• your name, address and daytime telephone number;
• the original problem or enquiry;
• when you first reported it;
• what has (or hasn't) happened since.

If you write:

• please head you letter "COMPLAINT";
• your letter will be acknowledged by return.

If you telephone:

• your call will be immediately acknowledged in writing;
• you may ask our staff to telephone you back so that you do not have to pay for a long call.

If you email:

• to make a complaint by using email, please send them to csc@swale.gov.uk;
• you will receive an email acknowledgement.

If you call in at an office:

• a complaint form will be completed and you will be given a copy to keep as acknowledgement.

Some of our services are carried out by staff who frequently have to be out of the office, so it may not always be possible for them to be available to give you an answer immediately.

Whether you write, telephone, use our website, email or call in, your complaint will be registered and then investigated by a senior officer.

In addition to any acknowledgement of your complaint, you will receive a written reply within 10 working days. Often it will be sooner, but 10 days usually allows time to investigate fully and, for example, make any necessary site visits.

You will be told what is going to happen and when it will happen. If it will take a long time, you will be kept informed of progress.

At Swale Council, we treat all requests for service seriously. We try hard to see that any complaints are dealt with promptly and satisfactorily. Sometimes, though, it may not be possible to carry out requested work due to financial or other constraints. Where this is the case, we will explain.

Step Two

If, after taking the action in Step One, you are still not satisfied with the way your complaint has been handled or you have a complaint about a member of staff, you should write to:

Please head your letter "COMPLAINT".

Alternatively , you can email: chiefexecutive@swale.gov.uk

Your complaint will be acknowledged immediately and the Chief Executive will review the complaint with the relevant Head of Service/ Director and reply to you within 10 working days.

Step Three

If, after Steps One and Two, you remain dissatisfied with the Chief Executives reply, you may refer your complaint to Swale Council's independent Arbitrator.

You will need to provide full details of what has happened and in some cases, the Arbitrator will ask you (and your nominated representative) to attend a meeting to present your case as part of the investigation into the matter. The Arbitrator will keep you informed of progress and you will receive a written report of the findings at the end of the investigation.

To contact the Swale Arbitrator, please write to:

Telephone (01795) 417394

Email: arbitrator@swale.gov.uk

Step Four

Finally, if you are still not satisfied with the way the Council and independent Arbitrator have dealt with your complaint, you may write to the The Local Government Ombudsman or, in certain circumstances, the independent External Auditor for the Council.

The Ombudsman deals with maladministration - for example, if agreed policies or rules are not followed; if misleading advice is given; or if there has been an unjustified delay.

However, the Ombudsman does not challenge Council policies or decisions but will question the way the Council has acted and whether someone has suffered injustice as a result. Normally, the Ombudsman is reluctant to investigate until a complainant has gone through the Council's complaints procedure.

A leaflet on the Local Government Ombudsman procedure is available from Swale Borough Council offices, or from the Ombudsman's website at: www.lgo.org.uk 

The External Auditor may investigate accusations of misuse of cash or resources of irregularities in accounting.

Further Information

You may be interested in our webpages about:

• Customer Service Centre
• Contact Us
• Ask the Leader
• Complaining about a Councillors Behaviour
• Protected Disclosure Policy (Whistleblowing)