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Complaints procedure

There may be times when you feel unhappy with the service you receive and wish to complain. If you make a complaint, we will investigate it thoroughly and promptly and let you know the outcome.

Our complaints procedure has 2 stages:

Stage 1

The people best placed to resolve any problem or concern you have are usually the people providing the service so, in the first instance, contact them direct with your complaint and they will try and sort things out straight away. You can do this by emailing, phoning or writing to the service, or in person at one of the council's contact points.

Use our online form for complaints, compliments and comments.

Or you can:

  • Phone Customer Services on 01634 33 33 33
  • Text relay: 18001 01634 33 33 33
  • Email: customer.relations@medway.gov.uk
  • Write to: Customer Contact, Medway Council, Gun Wharf, Dock Road, Chatham, Kent ME4 4TR

The service will acknowledge your complaint within 3 working days of receiving it and then look into it and get back to you within 10 working days. (Some staff in Children and Adults - Caring and Learning work to different timetables, set out by law. Schools also have their own complaints procedure.)

Depending on the nature of your complaint and what you want to happen this may be in writing or the service might phone you to explain what we have done to put things right. If the service can't provide a full reply within 10 working days it will let you know, explain the reason for the delay and give you a date by which it will get back to you.

Stage 2

Stage 2 gives you the opportunity to take your complaint further if you are not happy with our response at stage one.

Our Customer Team will look into your complaint and will acknowledge your complaint within 3 working days.

We will look into what has happened so far and answer you within 15 working days either by phone, email or letter to explain what we have done to put things right. If we cannot get back to you straight away we will let you know the reason for the delay and give you a date when we will reply.

To contact us with a stage 2 complaint you can:

  • Phone: 01634 332 456
  • Text relay: 18001 01634 332 456
  • Email: customer.relations@medway.gov.uk
  • Write to: Customer Contact, Medway Council, Gun Wharf, Dock Road, Chatham, Kent ME4 4TR

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)

Statutory appeals

Some council services such as planning and parking, have statutory appeal processes with their own time limits. If this is the case, we will let you know straight away what they are and what you need to do. In some cases we are not able to investigate your complaint until the appeal process has been completed.

If you are still not satisfied

Medway Council hopes that its complaints procedure will help to sort out quickly and successfully any problems you may have with the way its services are provided. However, if you are still not satisfied with the way we handle your complaint or the conclusions we reach you can take your complaint to the Local Government Ombudsman.

Social Care complaints

Complaints about social care are handled differently in line with statutory procedures. More information about how social care complaints are handled can be obtained from the Social Care Complaints Manager, phone 01634 333 036 or email sccm@medway.gov.uk.

How to make a complaint about child services

Complaints about schools

Schools also have their own complaints procedures; contact the relevant school direct for a copy of its policy.