Help and advice on complaints procedure
For
advice on procedure, contact the Corporate Complaints Officer on
01322 343634 or email complaints.officer@dartford.gov.uk
- Download our colour printed leaflet: 'How to Complain to Dartford Borough Council'
If you would like this complaint leaflet and/or complaint form in large print, audio, Braille, alternative format or in a different language, please contact Customer Services on 01322 343434 and we will do our best to help. Please give us at least 14 working days of such requests. We welcome calls via Typetalk
Equality and diversity
We are committed to giving an equal advice to all. This means we will not treat you any differently because of your sex, colour, race, nationality, ethnic group, regional or national origin, age, marital status, disability, political or religious belief, sexuality or class.
Do you need special help?
We have arrangements to help you if you have difficulty, for example if you have a disability or if English is not your first language. If you need an interpreter, we can arrange this and we can also produce letters and reports in large print (16pt plain text), in Braille or on tape. Please call our Customer Services on 01322 343434. We welcome calls via Typetalk.
What can you expect from us?
Complaints differ widely in nature and complexity and in dealing with your complaint, we will aim to apply a number of basic principles:
- Acknowledgement of your complaint within 7 working days of its receipt by us;
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A reply to your complaint within 15 or 21 working days of its receipt by us and to be kept informed if an investigation takes longer;
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If the matter is not resolved, a full and fair investigation by a named person within an agreed timescale;
- An Ombudsman review if you remain dissatisfied;
- Courtesy and helpfulness at all times;
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Confidentiality – any request for your identity to remain confidential will be respected as far as possible;
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Impartiality – your complaint will be dealt with on its own merits and impartially.
What happens if we agree with your complaint about us?
If we find that we are at fault, we will apologise and consider whether there is anything else we should do.
The following organisations may assist you in making a complaint
- Dartford Citizens’ Advice Bureau
Tel: 01322 224686
Web: www.citizensadvice.org.uk - Disability Information Advice Line (DIAL)
Advice tel: 01474 537 666
Textphone: 01474 537 666
Web: www.dialuk.info/w.dialnwk.org.uk - Local Councillor or MP
Tel: 01322 343430 for information about your local ward Councillor
Web: www.dartford.gov.uk - North West Kent Council for Voluntary Services who will tell
you of organisations that offer support
Tel: 01322 291060
Email: enquiries@northwestkentcvs.org.uk - North West Kent Racial Equality Council (Dartford) if you feel
you been discriminated against because of your race
Tel: 01322 287251
Web: www.nwkrec.com
