The three stages of our complaints procedure

STAGE ONE - EXPRESS YOUR DISSATISFACTION

Describe your complaint as fully and clearly as you can by telling us which members of staff, contractors or service you have dealt with (the complaint form will guide you through the process).

You can ask someone to help you with your complaint at any of the Stages of our complaints procedure: this can be the Citizen's Advice Bureau or other organisations (see the list at the end of this page), or your local Councillor, or a friend or relative as long as they have your permission to represent you. We will help you to complete the complaint form if you ask us.

It will also be helpful if you send us copies of any letters or documents about your complaint. Please tell us what you'd like us to do to put things right. Send your complaint to the Corporate Complaints Officer (contact details are at the end of this page).

You will receive an acknowledgment within 7 working days of receipt of your complaint - the acknowledgement will name the service Manager responsible for investigating your complaint, and the likely timescale for response.

Our target for replying to complaints at this Stage of our complaints procedure is 15 working days from the date of receipt of your complaint by us. If it is not possible to give you a full reply within this time, we will tell you when you can expect a reply.

When the investigation is complete, the service Manager will write to you and explain how and why they have come to their conclusions.

If your complaint is upheld (i.e. the outcome of the review finds in your favour), you will receive an apology and where appropriate, be given details of any action that we will take to remedy the situation or at least put things right for the future.

If your complaint is partially upheld (i.e. the outcome of the review finds in your favour, in part), you will receive an apology and explanation and where appropriate, be given details of any action that we will take to remedy the situation or at least put things right for the future.

If your complaint is not upheld (i.e. the outcome of the review does not find in your favour), you will be given an explanation. You will be given the name and contact details of the Corporate Complaints Officer, and advised what to do next if you are still not satisfied and wish to pursue your complaint under Stage Two.

STAGE TWO - FORMAL INVESTIGATION

If you are not satisfied with the response you receive under Stage One, you should write to the Corporate Complaints Officer (contact details are at the end of this page) setting out clearly and in detail why you remain dissatisfied. You may do this by filling in the online complaint form or by letter, fax, email, Typetalk, telephone, or by printing a copy of the complaint form and posting this to us.

You should make it clear that you want to invoke Stage Two of our complaints procedure. Stage Two may only be invoked if you have exhausted the Stage One process.

You will receive an acknowledgment within 7 working days of receipt of your complaint - the acknowledgement will name the person (an individual independent of the Stage One decision) responsible for considering and reviewing your complaint afresh and the likely timescale.

Our target for replying at this Stage  of outr complaints procedure is 21 working days from the date of receipt by us of your request to invoke Stage Two of the procedure. If it is not possible to give you a full reply within this time, we will tell you when you can expect a reply.

Because we are obliged to keep records of all formal complaints, we will need to agree a detailed, written statement of your complaint with you before embarking on a formal investigation. The person who considers and reviews your complaint under this Stage of our complaints procedure will:

The review will produce a detailed response, which will contain sufficient information to show that your complaint has been fully investigated.

This will be our final response to you under our complaints procedure. If your complaint is upheld (i.e. the outcome of the review finds in your favour), you will receive an apology and, where appropriate, be given details of any action that we will take to remedy the situation or at least put things right for the future.

If your complaint is partially upheld (i.e. the outcome of the review finds in your favour, in part), you will receive an apology and explanation and where appropriate, be given details of any action that we will take to remedy the situation or at least put things right for the future.

If your complaint is not upheld (i.e. the outcome of the review does not find in your favour) you will be given an explanation. You will be given details of your right to complain to the Local Government Ombudsman, if you remain dissatisfied.

If your complaint concerns perceived harassment or unfair treatment by us because of your sex, colour, race, nationality, ethnic group, regional or national origin, age, marital status, disability, political or religious belief,sexuality or class, the following bodies are the ultimate authorities to which to complain, following the Stage Two process:

Disability Discrimination
Equality and Human Rights Commission, FREEPOSTMID02164, Stratford upon Avon CV37 9BR
Tel: 08457 622633
Textphone: 08457 622644
Web:http://www.equalityhumanrights.com/en/Pages/default.aspx

Race, Age, Gender, Sexual Orientation, Religion and Belief and Human Rights
Equality and Human Rights Commission, FREEPOST RRLL-GHUX-CTRX, Arndale House, Arndale Centre, Manchester M4 3EQ

Tel: 0845 604 6610
Textphone: 0845 604 6620
Web:http://www.equalityhumanrights.com/en/Pages/default.aspx

STAGE THREE - AN OMBUDSMAN INVESTIGATION

We hope to resolve most complaints internally, but if you are not satisfied with the Stage Two response, or if we do not give you an answer within a reasonable time, you can ask the Local Government Ombudsman to investigate your complaint. Although you can approach the Ombudsman at any time (in writing, by email, telephone or text), you must first give us a chance to answer the complaint.

The Ombudsman may ask you about what efforts, if any, you have made to resolve your concerns personally and locally with us and will encourage and assist you to make this effort.

The Ombudsman is an independent watchdog for local government. A leaflet called 'Complaint about the Council? How to complain to the local Government Ombudsman' is available either from the main reception at the Civic Centre or by telephoning or writing to the Ombudsman at the address below.

Local Government Ombudsman

10th Floor
Millbank Tower
Millbank
London SW1P 4QP
Tel: 020 7217 4620

The leaflet can also be downloaded from the Ombudsman's website.
For more information on the Local Government Ombudsman click the banner below to be taken to their website.

Local Government Ombudsman

If you have an enquiry about the Local Government Ombudsman's service you can telephone their Adviceline on 0845 6021983

Corporate Complaints Officer

Civic Centre
Home Gardens
Dartford Kent DA1 1DR
Tel: 01322 343634 complaints.officer@dartford.gov.uk

The following organisations may assist you in making a complaint:

 

Documents:

Policies:

Contact:

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