Contact the department providing the service that you want to complain about and tell them about the problem. In many cases they will be able to deal with your complaint on the spot or at least provide a full response within 10 working days. If this is not possible and your complaint needs further investigation, they will keep you informed of its progress, and give you a date when you can expect to receive their reply.
If you are not happy with the reply you have received, or the department takes no action, you can ask the Head of the Service to look at your complaint. As someone not previously involved, they will review the way your complaint has been dealt with and will try to reply to you within 10 working days but, if the issue is particularly complicated, it might take longer.
If you feel that your complaint has not been resolved after you have received the Head of Service’s reply, you can write to the Chief Executive of Hastings Borough Council:
Chief Executive
Hastings Borough Council
Town Hall, Queens Road
HASTINGS
TN34 1QR
Telephone: 01424 781701
The Chief Executive will instruct the Council’s Complaints Manager to investigate your complaint and give you a full written reply. Although complaints are given high priority and we try to reply as quickly as possible, we may have to examine all the relevant files and perhaps interview the staff involved, and it could take up to 6 weeks to complete a full investigation. In some cases (where there are very complicated issues) it may take longer but we will keep you advised of our progress.
If you are unhappy with the results of this final review, you may wish to contact the Local Government Ombudsman.
Back to top of page...
Back to top of page...
This page last updated: 10/03/2003