Complaints
Complaints About Our Standards of Service
We strive to provide excellent and improving services, recognising that we can always do better. We also want to be open and responsive, listening to your needs and addressing them as quickly as possible. The nature and level of services will depend on the resources available to the Council. The quality of services depends on how well we do our job.
Can your complaint be resolved informally?
We encourage you to first raise your complaint directly and informally with the staff member or service department you have been dealing with. Please refer to the A-Z list of services for assistance.
If you have not been dealing with anyone or do not know who to contact about your complaint, you should call our Customer Services on 01322 343434. We welcome calls via Typetalk
- Formal complaints procedure and form
- Read about the three stages of our complaints procedure
- Help and advice on complaints procedure
- Stage Two Review of complaints (relating to data protection, freedom of information, environmental information & re-use of information)
- Complaints relating to the Council's landlord functions
- Most commonly raised complaints that are not within the remit of our complaints procedure
Complaints about the conduct of a Borough Councillor, Parish or Town Councillor or Co-opted Member
The Council is required to adopt 'Arrangements' PDF, 23.8 KB 
for dealing with complaints alleging code of conduct breaches. This Flow Chart PDF, 22.88 KB outlines the process.
If you have a complaint against a Borough or Parish/Town Councillor or Co-opted Member, please read the following guidance before you complete this complaint form PDF, 134.18 KB If a disability prevents you from making your complaint in writing, you can call our Customer Services on 01322 343434. We welcome calls via Typetalk
You must provide your name and address. Anonymous complaints will not be accepted.
You must explain in as much detail as possible, what the councillor has done that you believe breaches the Code of Conduct. It is important that you provide all the information you wish to have taken into account by the Monitoring Officer when he (acting in consultation with the Independent Person) decides whether to take any action on your complaint.
Only in exceptional circumstances, will the identity of a complainant be kept confidential at the early stages of the process. For further information, please contact the Monitoring Officer chris.oliver@dartford.gov.uk
Dartford Borough Council supports the objectives of the Data Protection Act 1998 and is registered as a data processor. If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint.
We may also give your personal information to other people and organisations if we have to do so by law or if you have given us permission.
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Complaints relating to the Council's landlord functions
Complaints relating to the Council's landlord functions