Complaints

Medway Council is determined to provide you with the highest standards of customer service. Staff will:

• be courteous and helpful,
• listen to you and make every effort to help,
• not discriminate nor permit discrimination against anyone,
• encourage you to comment on the council's services,
• identify themselves by wearing name badges,
• provide information in clear and simple terms,
• investigate any complaint made about the council's services.

They will always try to help you at your first point of call. If they are unable to help, they will take details and get the right person to contact you as soon as possible.

When you telephone the council:

• staff will aim to answer within six rings and to ensure you are put through to the right person,
• if your call needs to be transferred, they will tell you who you are being connected to, *
• if they cannot help you at once, they will offer to call you back by a time agreed with you. *

When you visit the council:

• receptionists will try to see you as quickly as possible,
• if they have to keep you waiting they will explain why.

When you send a letter or fax:

• the council will aim to give you a full response within 10 working days,

When you send an email:

• the council will aim to respond within five working days.

If you make a complaint, the council will investigate it thoroughly and promptly and let you know the outcome.

If you have specific needs, Medway Council will provide whatever help it reasonably can. Most of its offices are equipped with ramps, hearing loops and other aids and appointments can be made in advance for an interpreter to be present to help people whose first language is not English.

If you want to tell the council what you think of its services, please use the customer comment cards that can be found on main reception desks or one of the many online forms available on this website. You can also find information about services and other issues in the council newspaper Medway Matters and of course, on this website.

If you would like to make a complaint, please follow the complaints procedure.

* This does not apply to calls to the council's main switchboard.

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