Comments and Complaints

Customer Service Values

At Dover District Council we believe our Customers have the right to expect the best possible service and to support this view we have established clear Customer Care Values.

If there are ways in which we can improve our service to you please bring these to our attention. You will find details on how to do this contained within this leaflet.

When you contact us, by whatever method you choose, we will:

• Treat everyone equally.
• Be prompt, polite, courteous and respectful
• Use plain language and avoid jargon where possible
• Keep you informed on the progress of your enquiry
• Explain clearly why decisions have been made.

We aim to increase residents’ satisfaction with the services we provide by:

• Quickly helping people who use Council services
• Delivering services from our customers’ perspective
• Removing ‘red tape’
• Giving customers choice about how to deal with the Council, based on their needs and value for money
• Treating customers with respect, trusting them to be honest.

E-mail: commentsandcomplaints@dover.gov.uk