Comments / Complaints
Comments, Compliments, Complaints
Our service standards are important for our customers and our staff and help to define what a customer can expect.
If you have a comment, complaint or compliment about how we are meeting our Service Standards, there are many ways you can tell us your views and you can select the way that suits you best:
- Online at Comments, Compliments and Complaints. or Download the paper form.
- Contact our Customer Service Department
- By letter, the attached form or at any of our offices which are located at;
- Sittingbourne
- Faversham
- Sheerness
Our Complaints Procedure
Stage 1 - How to make a complaint
- Contact the department concerned.
- Your complaint will be acknowledged immediately, registered and investigated by a Senior officer or Director of Service.
- You will receive a reply within 10 working days.
- If we need more time to investigate we will keep you informed.
Stage 2 - If you are not satisfied with our response
- Please refer your complaint to the Chief Executive by email (chiefexecutive@swale.gov.uk) or in writing to the Swale Borough Council Offices, heading your correspondence ‘complaint’ and include an explanation of why you are not satisfied with the Stage 1 Response.
- Your complaint will be acknowledged immediately and the Chief Executive will review the complaint with the relevant Head of Service or Director and reply within 10 working days.
Stage 3 - Independent Arbitrator
- If it is the Chief Executive’s view that a resolution or compromise could yet be achieved, then with your agreement a referral to the Council’s Independent Arbitrator will be made.
In all other cases, you should proceed to Stage 4 of our procedures and refer your complaint direct to the Local Government Ombudsman.
Stage 4 - Local Government Ombudsman
- Should you remain dissatisfied after following our complaints procedure you may wish to contact the Local Government Ombudsman or, in certain circumstances, the Independent External Auditor.
- A separate leaflet on the Local Government Ombudsman procedure is available from Swale Borough Council offices or from the Ombudsman website.
- Contact details:
Local Government Ombudsman, PO BOX 4771,Coventry CV4 0EHCall: 0845 602 1983 or 0300 0610614
Specific Topics
Complaining about a Councillor
If you are complaining about the conduct of of a Borough, Parish or Town Councillor you can find the Code of Conduct leaflet titled ‘Complaining about a Councillor’s Behaviour’ with a form on our website at www.swale.gov.uk. You can also ask Customer Services to send you the leaflet by phoning 01795 417850.
Complaining about roads, pavements, street lamps etc
These are the responsibility of Kent County Council’s Highways Service. So if you want to make a complaint please contact:
Email: kent.highwayservices@kent.gov.uk
Call: 08458 247 800
Equal opportunities
We are determined to meet the duties placed on us relating to equality and are committed to reducing disadvantage, discrimination and inequality of opportunity. If you think that the Council has treated you unfairly for any reason please tell us through the complaints procedure. If you remain dissatisfied with our response, then the Equality and Human Rights Commission may take up your complaint:
Website: Equality and Human Rights Commission
Call: 0845 604 6610
Freedom of Information Act
Individuals already have the right of access to information about themselves under the Data Protection Act 1998. As far as public authorities are concerned, the Freedom of Information Act will extend this right to allow public access to all types of information held.
For further information view our Freedom of Information page.
What we do with your information
The information from your feedback form will be used only for the purpose of dealing with your comment, compliment or complaint and may be shared with other departments within the Council for the same purposes only. If disclosure of your information is requested by other departments or by third parties for any other purpose we will only disclose where we are required to do so by law.
