Complaints

The Council publicises its Complaints Procedure and information about how to complain about the Council's services is kept in the reception area at the Civic Centre or is available on the Council's website at www.shepway.gov.uk.  All complaints about the delivery of the service will be fully and properly investigated in accordance with the Council's Complaints Procedure and a full response explaining the outcome will be given.

If you do complain, you can expect:

• An acknowledgement within 3 working days.
• The matter to be fully and properly investigated, initially by the Planning Manager, Development Control Manager or Team Leaders as appropriate.
• To receive a full written response within 20 working days or an update with a revised timescale for a full response.
• To be advised that, if you are not satisfied with the way in which the complaint has been handled you can request the complaint is independently investigated by an officer from another department.
• To be advised that if you are not satisfied having been through the Council's Complaints Procedure, ultimately, you can complain to the Commission for Local Administration (the Local Government Ombudsman).