Before you make a complaint about a Medway Council service
Our complaints process is for anyone who wants to complain about a service they’ve received from Medway Council.
If you make a complaint, we’ll investigate it thoroughly and let you know the outcome. We’ll be fair and we’ll try to put things right if we’ve made a mistake.
Our complaints process has 2 stages:
- stage 1 complaints
- stage 2 complaints.
Your feedback
We’re committed to providing excellent customer service to all our residents and visitors. However, there may be times when you feel unhappy with the service we’ve provided.
Your feedback is very important to us. Knowing what you think or want helps us improve our services.
What cannot be looked at under our complaints procedure
You cannot use our complaints procedure to tell us about :
- service requests
- requests for information
- appeals.
Service requests or enquiries
You can get many issues dealt with quickly and easily by reporting them directly to the relevant service. This includes things like:
- reporting a missed bin collection
- reporting an abandoned vehicle
- requesting road or pavement cleaning.
Find out more about making service requests or reporting a problem.
If you’ve completed a complaints form and we feel that we can solve the issue more quickly by passing your request to a service, this will be logged as a service request.
The service will take appropriate action to resolve the issue, though you may not receive an update and will not receive a formal complaint response.
Appeals or tribunals
Some council services such as planning and parking have statutory appeal processes with their own time limits.
If this is the case, we'll let you know straight away what they are and what you need to do. We cannot investigate your complaint until the appeal process has been completed.