09 February 2012In this section you can find out how Sevenoaks District Council deals with complaints about services, how to make a complaint and contact details to enable you to complain about other public services in the area.
Please choose from the following options:
You can complain by filling in our on-line complaints form or by contacting our Complaints Co-ordinator. The Council uses a three-stage process to deal with complaints.
Stage one
Once we have received your complaint, an acknowledgement will be sent within two working days. A Service Manager will investigate your complaint and the Head of Service will reply to you within 15 working days after acknowledgement.
Stage two
If you are unhappy with the response please write to the Chief Executive, who will review your complaint with the relevant Director. A written reply will be sent within 20 working days after acknowledgement.
Stage three
If you are still unhappy with the way the Council has dealt with your complaint, you can ask the Local Government Ombudsman (LGO) to look at your case. Visit the Local Government Ombudsman's website for more information.
The LGO is an independent person who investigates allegations of maladministration causing injustice to the person who has complained. The Ombudsman investigates complaints about most council matters including housing, planning, education, social services, and council tax. The Ombudsman who deals with this Council is:
Local Government Ombudsman
PO Box 4771
Coventry CV4 OEHTel: 0300 061 0614
Text 'call back' 0762 480 4299
E-mail: advice@lgo.org.uk
If you have an enquiry about the LGO's service you can telephone their Advice line on 0845 602 1983.
The LGO provides Complaints Data which is found in The Annual Letter 2008/9 (
PDF File 415KB file details)
Fields marked with * MUST be completed
How to contact the Council's Complaints Co-ordinator
Complaints Co-ordinator
Sevenoaks District Council
FREEPOST SEA 6448
Argyle Road
Sevenoaks
Kent
TN13 1BRTel: 01732 227000
E-mail: feedback@sevenoaks.gov.uk
Making a complaint about a Parish Councillor, Town Councillor, Co-opted Member or a District councillor
To make a complaint about a District Councillor visit our "Code of conduct and Complaints against Councillors" page, which details full information including "Standards for England" which is responsible for promoting high ethical standards for councillors. The Standards for England is a strategic regulator and oversees the work of the Council in dealing with allegations that a councillor may have breached the Code of Conduct
Complaining about a service provided by Kent County Council
To complain about a service provided by Kent County Council visit Kent County Council's website contacts page and contact the relevant section.
How to complain to the Parliamentary & Health Service Ombudsman
The Parliamentary & Health Service Ombudsman investigates complaints (Parliamentary which must be referred by a Member of Parliament) (Health Complaints may be referred to the Ombudsman directly from members of the public) about their treatment by Government agencies and many other public sector bodies in England, Scotland and Wales. The Parliamentary Ombudsman can also investigate complaints about the refusal of access to information by those agencies under the Code of Practice on Government Information.
The Parliamentary & Health Service Ombudsman Office or the Parliamentary Commissioner for Administration is:
Millbank Tower
Millbank
London
SW1P 4QPTel: 0345 015 4033 (Helpline is open 8.30 a.m. - 5.30 Monday to Friday
Fax: 0300 061 4000
E-mail: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
How to complain to the European Ombudsman
The European Ombudsman investigates complaints about maladministration by institutions and bodies of the European Community. The Ombudsman cannot deal with complaints concerning national, regional or local administrations of the Member States. If you are a citizen of a Member State of the Union or living in a Member State, you can make a complaint to the European Ombudsman. Businesses, associations or other bodies with a registered office in the Union may also complain to the Ombudsman.
The European Ombudsman
1 avenue du President Robert Schuman
B.P. 403
F-67001 Strasbourg Cedex
Call (33) 3 88 17 23 13
Fax (33) 3 88 17 90 62E-mail: euro-ombudsman@europarl.eu.int
Website:www.euro-ombudsman.eu.int
Complaining about Kent Police
A free factsheet on making complaints about the police is available from police stations, libraries and local Citizens Advice Bureaux.
If you have a complaint about Kent Police, you can either complain to a senior officer at the local police station or you can complain to the Independent Police Complaints Commission (IPCC). Click here to visit the Kent Police website for further contact details.
Independent Police Complaints Commission
90 High Holborn
London
WC1V 6BHTel: 08453 002002 (local rate)
E-mail: enquiries@ipcc.gsi.gov.uk
Website: www.ipcc.gov.uk
Complaining about Kent Fire & Rescue Service
If you have a complaint about Kent Fire & Rescue Service, you should contact:
Kent Fire & Rescue Service Headquarters
The Godlands
Straw Mill Hill
Tovil
Maidstone
Kent
ME15 6XBTel: 01622 692121
Complaining about a health service
The NHS was set up to provide comprehensive health care to everyone according to their clinical need and not their ability to pay. The role of the NHS is to promote good health, prevent ill health, diagnose and treat injury and disease and care for those with long-term illness and disability.
The NHS Patient's Charter sets out your rights and the standards of service you should expect from NHS services. For example, you have the right to be registered with a GP and a right to have access to your own health records. You can get a copy of the NHS & you from NHS Direct.
How do I complain about the National Health Service (NHS) in West Kent?
You will need to put your concerns in writing and make your complaint to the Practice Manager at your local GP or Dental Surgery. For complaints against a hospital, please write to the complaints department at the individual hospital. NHS West Kent have a customer service department who will handle your complaint against NHS services within the community, such as District Nurses, Health Visitors etc.
Please contact:
Customer Service Department
Gravesham Community Hospital
Bath Street
Gravesend
Kent DA11 0DGNHS Helpline Freephone number: 0800 0850 850
Complaints against your GP or Dental Surgery will be answered within 10 working days. Responses from your local hospital or Primary Care Trust will be answered within 25 working days.
If you are unhappy with the response you receive, please do not hesitate to contact the Customer Service Department who will be able to advise the best way to move your complaint forward. Local resolution is very important to the NHS West Kent in being able to deal with your concerns. If, however, you wish to take your complaint to a higher level, you have the choice to write to the Healthcare Commission, who will conduct an Independent Review into your complaint.
Contact details as follows:
Care Quality Commission National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PAFor general enquiries call the Customer Services Team who are available 8.30 a.m. - 5.30 p.m.
Monday to Friday.Tel: 03000 616161
Email: enquiries@cqc.org.uk
How do I complain about professional misconduct?
The NHS complaints system does not cover complaints that need investigation by professional bodies, such as the General Medical Council that can investigate complaints about serious professional misconduct, and can lead to a doctor being struck off the register.
If you have a serious complaint about a private doctor that you cannot resolve, you can complain to the General Medical Council. Many other medical staff (nurses, physiotherapists and so on) also have a separate professional body who you can complain to.
General Medical Council
Regents Place
350 Euston Road
London
NW1 3JNCall: 0161 923 6602 (open 8 a.m. until 6 p.m.)
Website: www.gmc-uk.org
