Complaints procedure

What happens when you make a complaint and who to escalate it to if you're not happy with our response.

Complaints procedure

Any dissatisfaction with a council service is a complaint.

You can make a complaint online, call 01227 862 000, or write to us at:

Canterbury City Council  
Military Road  

Your complaint may be directed straight to the service area, or through the customer contact centre.

Complaints are different from a request for service – for example, a one-off message to say that a bin has been missed could be a request for service -  an ongoing situation with repeatedly missed bins is likely to be a complaint.

What happens after I make a complaint?

Stage one

We aim to provide a reply within 14 days. If we're unable to do this, we will let you know who is dealing with it and what to do if you're not satisfied with the outcome.

If you're unhappy with the response, please contact the department or individual who dealt with it. The majority of queries are usually resolved at this stage.

Stage two

If you're still not satisfied with our response, you can ask a senior manager within the service for an internal review. They will examine your complaint, look at how it was handled by our staff, the procedures followed and the reply given. They'll then write to you with their conclusions.

If you are still not satisfied with the reply you can then refer your complaint to the relevant Ombudsman.

If your complaint is about Canterbury City Council as a landlord, you should contact the Housing Ombudsman. For any other complaints, contact the Local Government and Social Care Ombudsman.

Both Ombudsman are independent of Canterbury City Council. Their role is to investigate specific complaints about local authorities. The Ombudsman will usually only consider a complaint after it has been through both stages of our complaints procedure, so please make sure you have exhausted our complaints process before contacting them.

Customer behaviour and incident policy

We've developed a customer behaviour and incident policy to deal with the small minority of cases where people pursue their complaint or request for information in a way that is unreasonable.

This can have a significant impact on our resources and on our ability to provide services to other customers. The policy sets out how we will deal with customers or requests that we believe to be unreasonable or vexatious.