Stage 1 complaints

You cannot use our complaints procedure to tell us about :

service requests
requests for information
appeals.

Find out more about service requests, requests for information, and appeals.

Other types of complaints

The following services use different complaints processes and timetables:

How to make a stage 1 complaint

You can use our online form to make a stage 1 complaint.

For security, the form will ask you to start again after 30 minutes of inactivity.

Therefore, you may want to have the following details to hand before you start to complete the form:

when, where and what happened
supporting evidence such as documents or photos, if relevant
the service or person you're complaining about
the person you're representing, if you're making a complaint on their behalf.

Make a stage 1 complaint online

Other ways to make a complaint

You can also complain:

by writing to: Customer Relations Team, Medway Council, Gun Wharf, Dock Road, Chatham, Kent, ME4 4TR
in person at a local community hub
by phone: 01634 333 333
by text relay: 18001 01634 333 333.

What happens next

Our Customer Relations Team will acknowledge your stage 1 complaint within 5 working days, and will work with the service area to investigate and resolve your complaint.

We may need to phone you to discuss your complaint during our investigation.

We aim to provide you with a written response within 20 working days from the date we acknowledge your complaint. If we're unable to provide you with a response within this time, we'll let you know the reason for the delay and give you a date when we expect to reply.

Help from others

At any stage you can contact your local councillor or use another person or organisation to contact us on your behalf (such as your MP or a community group).

We may need to contact you to ask for consent to investigate your complaint.

Our privacy policy outlines how we use your data while investigating your complaint.

Make a complaint about a Medway Council service