Complaints Process
The Swale & Ure Drainage Board has a procedure for dealing with complaints from members of the public and others.
Despite our best endeavours, we recognise that things may not always meet your expectations. We follow a standard procedure to ensure that we investigate your complaint fully and fairly, and which enables complaints to be dealt with in a consistent way.
What is a complaint?
A complaint is an expression of dissatisfaction, however made, about the standard of service, action or lack of action made by the Board or its staff, contractors, etc, affecting an individual member of the public or other group or organisation.
The steps to follow
Some complaints can be dealt with immediately, and we would like to put things right straight away if possible, rather than involve you in filling out a form and waiting for a response.
- Your first step if you are not happy with the way we have dealt with you is to go back to the person in the Board who handled the matter in the first place.
- If you are still not satisfied with the way your complaint has been dealt with, then we will adopt a formal procedure in order to investigate it further. Please write or email us setting out what went wrong and what you think the Board should do to put things right. Please provide as much information about your complaint as possible and include reference numbers, dates of correspondence, etc
- We will acknowledge your complaint in writing or by phone to confirm that we have understood your concerns correctly. We will tell you who is dealing with the complaint and how they can be contacted. The person investigating your complaint will be the Board’s Chief Executive or a senior member of the Board.
- We will investigate your complaint and, where possible, send a written reply to you within 20 working days of our acknowledgement (which we will send you within two working days).
- If the matter requires further investigation, we will tell you the reason for the delay and when a full reply will be sent.
Do you wish to make a complaint?