Making a comment, compliment or complaint

How we deal with your complaint

We want to give you as our service users a fair, consistent and structured process to secure a remedy for failures in the delivery of our services.

We want to learn from all complaints made to us. Therefore, we will use the outcome of your complaint and any remedial action as a positive method of monitoring performance and improving our services.

We will be monitoring all complaints received and will classify complaints under certain categories such as inadequate service, delay in providing service or poor officer behaviour. By analysing complaints we aim to highlight specific areas of the Council service provision where improvement is needed.

Complaints about Kettering Borough Council are processed in accordance with the complaints policy. Council staff inevitably come into contact with a small number of complainants who take up a disproportionate amount of council resources, or impede the investigation of their complaint and has developed Guidance Notes for dealing with this situation.