Complaints | Medway Council

We would like to hear about your experiences with our services. Your complaints or compliments can help us to improve the services we provide to our residents. We'll investigate and respond to all complaints we receive as soon as possible.

Report a problem

You can get many issues dealt with quickly and easily by reporting them directly to the relevant team:

You can use our online forms to:

You may find our Council Tax and benefits page useful.

If you're unable to resolve this issue using the services above, you can make a complaint.

Use our online comments form to leave us suggestions about how we can improve our services.

You can use our online forms to:

You may find our Council Tax homepage useful.

If you're unable to resolve this issue using the services above, you can make a complaint.

Use our online comments form to leave us suggestions about how we can improve our services.

You can use our online forms to:

You may find our roads and pavements or environment, health and safety pages useful.

If you're unable to resolve this issue using the services above, you can make a complaint.

Use our online comments form to leave us suggestions about how we can improve our services.

You can use our online forms to:

You may find our roads and pavements or road ownership pages useful.

If you're unable to resolve this issue using the services above, you can make a complaint.

Use our online comments form to leave us suggestions about how we can improve our services.

You can use our online forms to:

You may find our housing page useful.

If you're unable to resolve this issue using the services above, you can make a housing complaint.

Use our online comments form to leave us suggestions about how we can improve our services.

Parking fines

You can appeal a parking fine.

If your appeal is not successful, you cannot use our complaints process to ask us to reconsider the decision.

You may also find our parking fine debt recovery page useful.

Other parking services

You can use our online forms to:

You may also find our parking and parking fine debt recovery pages useful.

If you're unable to resolve this issue using the services above, you can make a complaint.

Use our online comments form to leave us suggestions about how we can improve our services.

You can use our online forms to:

You may also find the following pages useful:

If you're unable to resolve this issue using the services above, you can make a complaint.

Use our online comments form to leave us suggestions about how we can improve our services.

You can use our online forms to:

You may also find our planning page useful.

If you're unable to resolve this issue using the services above, you can make a complaint.

Use our online comments form to leave us suggestions about how we can improve our services.

You can use our online forms to:

If you have previously reported these issues, and you feel that Medway Council has not followed its procedures, you can make a complaint.

Use our online comments form to leave us suggestions about how we can improve our services.

You can use our online forms to:

You may also find our waste and recycling and environment, health and safety pages useful.

If you're unable to resolve this issue using the services above, you can make a complaint.

Use our online comments form to leave us suggestions about how we can improve our services.

Make a complaint

If your issue has not been resolved using the information above, you can make a complaint.

Some areas have their own complaints process

Medway Council's complaints process cannot investigate some issues. There are separate processes for dealing with complaints about the following services:

If a councillor does not follow the councillor code of conduct you can make a complaint about them.

Read the code of conduct and find out how to make a complaint about a councillor.

The complaints processes for the NHS services in Kent are very similar. First of all, you need to find the provider of the service that you wish to complain about.

The complaints processes for the NHS providers in Kent & Medway are:

Kent & Medway Partnership Trust - Patient Advice and Liaison Service (PALS) West

Phone: 0800 587 6757

Write: PALS and Complaints team (West Kent), Priority House, Hermitage Lane, Maidstone, Kent, ME16 9PH

Online form

East Kent Partnership Trust

Phone: 0800 783 9972

Write: PALS and Complaints team (East Kent), Eastern & Coastal Area Office, Littlebourne Road, Canterbury, Kent, CT1 1AZ.

Online form

MCH – Customer Experience Team

Phone: 0300 123 3444 (ask to speak to customer experience team)

Email: MEDCH.customercare@nhs.net

Write: Customer Experience Team, Medway Community Healthcare, MCH House, Bailey Drive, Gillingham, Kent, ME8 0PZ.

Website

Medway Foundation Trust

Phone: 01634 825 216

Email: medwayft.complaints@nhs.net

Write: Complaints Department, Medway Maritime Hospital, Windmill Road, Gillingham, Kent, ME7 5NY.

Website

Make a complaint about a Medway Council service

If your complaint is not about one of the above services, you can make a complaint about a Medway Council service.

Customer Pledge

The pledge sets out how we aim to serve our customers and what we ask for in return. View our Customer Pledge.

Other ways to have your say

There are many ways you can have your say about the services we run and the decisions we make.

Freedom of Information (FOI) and Subject Access Requests (SARs)

You can request to see information about a service or the records we hold about you under the General Data Protection Regulations (GDPR):

See our privacy notice.

Comments, suggestions and compliments

Your comments and suggestions are valuable to us and help us to improve our services. You can use our online form to comment or make a suggestion.

We also want to hear from you if you’re pleased with our services. You can use our online form to tell us what went well.

Whistleblowing

We are committed to tackling acts of fraud, corruption, unethical conduct and malpractice, regardless of who commits them or where in the council they are committed.

Find out about our whistleblowing policy

Website feedback

If you’ve found a problem with a Medway Council web page, click ‘leave feedback about this page’ at the bottom of any page on this website. Let us know which page needs improving and what went wrong.

We use this feedback to improve the site.

Our accessibility statement has details of how to report website accessibility issues.