Complaints

Medway Council hopes that the services you receive are of the quality you expect. However, there may be times when you feel unhappy with the service you receive or you may want to make a suggestion about how the council can improve it. You can use an online form to make your complaint but please check the guidance below first to find out how the complaints procedure works.

The council also hopes there will be times when you would like to say that you are happy with a service. Complaints and compliments are important, as they help the council to improve its services.

Follow the links to find out more about:

• the council’s two stage complaints procedure;
• how to make complaints about social care for adults - these are handled slightly differently, because of legislation the government has put in place;
• how to make complaints about education matters and social care for children - these are also handled differently;
• who to contact to make a complaint about a service other than social care or education;
• the Local Government Ombudsmen - an independent service that can investigate your complaint if you are dissatisfied with the council's response;
• the standards the council aims to achieve, which are set out in its Customer Care Charter.
• the council's service monitoring and read the council's annual complaints report.

Complaints about members of the council are handled differently. For more information select www.standardsboard.co.uk.

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