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Introduction
Before you make a complaint it's important to try to focus on the key issues of the complaint to avoid confusion and to ensure it is dealt with as quickly as possible.
You should use our Complaint form when you believe we have:
- Not done something we should have
- Done something wrong
- Taken too long to do something
- Been unfair or acted inappropriately
The complaints process is not a way to appeal against a decision simply because you do not agree with it. This applies particularly to decisions relating to Planning Applications and Housing and Council Tax Benefit. If you are unhappy with a decision, you should ask the Service concerned to tell you what appeal procedures there may be to allow you to challenge the decision.
If your complaint is about an incident of discrimination, please contact us directly, with your concerns.
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What happens to your complaint once you've sent it?
Our Complaints Officer will forward your complaint to the relevant team. 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.
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What if you're not happy with the reply?
You can ask whoever you have been dealing with to refer the complaint to their Head of Service. These are senior management officers who will review the way your complaint has been dealt with and will try to reply to you within 10 working days. If the issue is particularly complicated, it might take longer.
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What if you're not happy with the reply the Head of Service gives you?
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 Director of Corporate Resources:
Hastings Borough Council
Town Hall
Queens Road
Hastings
TN34 1QR
The Director of Corporate Resources will instruct our Complaints Officer to carry out a full investigation into 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. This means 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.
