Complaints and feedback

We want to hear about your experiences of our services. Complaints and compliments can help us improve the services we provide to all customers. We will investigate all the complaints we receive and respond as quickly as possible.

Feedback

Do you know someone at Kent County Council who has done a good job and deserves to be recognised for their work? Tell us about them.

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You can give us feedback about this website by clicking on the faces at the bottom of a page. You can tell us what you thought of the page and if you found the information you were looking for. We use this feedback to continually improve the site.

Complaints 

  • Complaints

    Step 1

    Raise the issue directly with the person you have been dealing with, or their immediate manager. Most problems can be resolved this way.

    Step 2

    If you need to take your complaint further, contact the corporate director of the service you have been dealing with:

    Step 3

    If you are still not satisfied, you have the right to take your complaint to the Local Government Ombudsman. Complete the form on The Local Government Ombudsman website or call their advice line on 0300 061 0614.

    Responses

    You can expect an acknowledgement within 3 working days and a full reply within 20 working days. If your complaint raises complex issues that cannot be answered within 20 working days, we will keep you informed of progress until we can fully respond.

    If you call or visit one of our offices, our staff will try to help you by answering your query or getting the details needed to investigate it. They will call or write to you with the outcome of the investigation.

    Your councillor may be able to help resolve your complaint by pursuing it with the relevant service for you.

  • Adult social services

    You can make a complaint about our services if you use of them or not and will not be disadvantaged in any way by making a complaint or comment.

    If you have a private arrangement with a social care organisation or provider you will need to raise your complaint with them.

    We are only required to deal with complaints about events that happened in the past 12 months. Contact us for advice if your complaint is before then.

    Our complaints procedure cannot change decisions made by a court of law.

    If you have reason to believe that concerns about an adult protection issue have not been appropriately addressed, you may make a complaint through the steps below.

    You can also see our easy read guide to making a complaint, comment or compliment about adult social care (PDF, 354.6 KB)

    Step 1

    Speak to tell the person you are dealing with or their manager (most problems are sorted out this way), or tell us about the complaint by:

    • filling in our online form
    • contacting one of our area offices.
    • write to: Complaints Team, Brook House, Reeves Way, John Wilson Business Park, Whitstable, CT5 3SS or Complaints Team, Brenchley House, 123-135 Week Street, Maidstone, ME14 1RF
    • Call 0300 333 5920 or 0300 333 5903
    • email: complaintsteamadults@kent.gov.uk
    • fax: 01227 598505
    • text relay: 18001 03000 41 61 61

    We work with other agencies such as health, housing, schools, Kent Police and voluntary organisations. If the issue relates to one of them we will tell you how to contact them.

    Complaints about mental health social work services are handled by the Mental Health and Social Care Trusts.  

    You can ask someone to explain the problem on your behalf, called an advocate, who could be a friend or relative. We can give you information about organisations providing advocacy services. If you are making a complaint on behalf of someone else, we need their signed consent that they have agreed to this.

    Responses

    If we can't resolve the problem quickly, we will discuss a way to deal with your concerns. We will look into the complaint quickly and thoroughly and give you a detailed response, and tell you if there will be a delay.

    If the complaint is about both health and social care, we will work with our health colleagues and you to try and reach a resolution. To do this, we will need your permission to share the details of your complaint.

    Step 2

    If you aren't happy with the response you receive, read how to take your complaint further.

  • Specialist children's services

    This complaints procedure is for children, young people and those closely connected with them.

    If we can't handle your complaint under the statutory complaints procedure we will record your views as a representation, make sure you are listened to and place your concerns on record.

    We are only required to deal with complaints about events that happened in the past 12 months. Contact us for advice if your complaint is before then.

    Step 1

    Contact us with details of your complaint:

    • write to Kent Children's Social Services, Customer Care, Kroner House, Eurogate Business Park, Ashford, TN24 8XU
    • call 0300 333 5384
    • email cscomplaints@kent.gov.uk
    • text 0786000 8025, start your message with the word complaint.

    We can help you put your complaint in writing or give you advice.

    Responses

    We will then look into the issues and try to help, and you will receive a written reply from a senior manager. We aim to resolve your complaint within 10 working days, and by 20 working days at the latest. If your complaint will take longer we will keep you informed of the progress.

    Step 2

    If you aren't satisfied with the first response to your complaint, you have the right to take it further. Read how to take your complaint further.

  • County councillors

    Our county councillors all adhere to the Kent Code of Conduct for Members.  

    Step 1

    Read:

    Complaints alleging that councillors have breached the code of conduct are reviewed by a Monitoring Officer and an Independent Person. They decide if any action should be taken and if the matter should be referred to the Standards Committee

    They will not deal with complaints about things that are not covered by the Kent Code of Conduct for Members. Your complaint must state why you think the councillor has not followed the Kent Code of Conduct for Members.

    Step 2

    To send your complaint:

  • Freedom of information

    To complain about our response to a request for information under the Freedom of Information Act or related legislation:

    Step 1

    Send full details of your complaint asking for an internal review to the Head of Paid Service, Sessions House, County Hall, Maidstone, Kent ME14 1XQ.

    Step 2

    If you are still unhappy, you can raise the matter with the Information Commissioner:

  • Schools

    Step 1

    If you are worried about your child's learning or welfare at school, speak to your child's class teacher or head of year first.

    If you are not satisfied with the teacher’s response, arrange to speak to the headteacher. If this isn't practical, you can make a written complaint.

    Step 2

    If your complaint is not resolved, the next stage is to approach the governing body of the school. Ask the school for a copy of its complaints procedure. All complaints to the governing body must be in writing.

    Step 3

    If you are not satisfied with the response from the governing body you can contact either the Department of Education or Ofsted depending on the type of complaint. Read more about taking a complaint further on GOV.UK.

Customer feedback performance

Our Annual Complaints, Comments and Compliments Report for 2012/13 (PDF, 338.9 KB) shows the number of complaints we received between 1 April 2012 and 31 March 2013. It also shows the number of complaints acknowledged and responded to within the agreed timescale.

Annual letter from the Local Government Ombudsman

The Local Government Ombudsman provides feedback to us on the cases against the council it receives.
Read our annual letters from the Local Government Ombudsman: