Comments / Complaints
Comments, compliments, complaints
We want to encourage our customers to give us their opinions about our services.
If you have a comment, compliment or complaint about any of our services you should contact the person or service you have been dealing with.
As we may not get things right all the time we have a complaints system that allows to formally complain about any service or issue.
Our Complaints procedure
Stage 1 - How to make a complaint
- Contact us with your complaint
- Your complaint will be registered and every effort will be made to resolve the matter at stage1 by a Senior Officer or Head 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 by email or in writing to, The Chief Executive, Swale Borough Council, Swale House, East Street, Sittingbourne. Kent, ME10 3HT,
- Your complaint will be acknowledged and the Chief Executive will review the complaint with the relevant Head of Service or Director
- You will receive a reply within 10 working days.
Stage 3 - Independent Arbitrator
- If it is the Chief Executives view that a resolution or compromise could yet be achieved, then with your agreement a referral to the Councils 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
- By phone 0300 0610614
- In writing to PO Box 4771, Coventry, CV4 0EH
The Independent Regulatory Challenge Panel can also look into your issue. They will look into complaints regarding advice given by Health and Safety Executive or Local Authority inspectors about health and safety which you think is incorrect.
Complaining about roads, pavements, street lamps etc
Complaining about a Councillor
Find out how to make a complaint about a Councillor
If you think that we have treated you unfairly and you remain dissatisfied with our response, then the Equality and Human Rights Commission may be able to help.
Freedom of Information Act
For further information view our Freedom of Information page.
What we do with your information
The information you give us will be used only for the purpose of dealing with your comment, compliment or complaint. It may be shared with other departments within the Council for the same purposes only. If your information is requested by third parties, we will only give this where we are required to do so by law.
Make a comment, compliment or complaint using our online form.
Tell us what you think, please fill in our Website Evaluation Survey.
The Ombudsman looks at complaints about councils in a fair and independent way.
Find out how to make a complaint about a Councillor.