Making a complaint

We aim to provide a positive, helpful and satisfactory response to all customers. We try to give a high standard of personal service, which is fair, courteous and sensitive to your needs. If you do have a complaint please follow our complaints process.

Stage 1: In the first instance, it is better if you can discuss your complaint with the member of staff providing the service or their manager. We hope most complaints can be sorted out quickly in this informal way, either by telephone, in person or in writing.

Stage 2: If you are still dissatisfied you can contact the Director of the service. The person you are dealing with will give you their name. The Director will review your complaint and arrange for it to be looked into and a response sent to you. At this stage, it may be better to put your complaint in writing, so there is a written record, but if you prefer, you can discuss it over the telephone, or in person.

Stage 3: If, after contacting the relevant Director and working through Stages 1 and 2, you are still dissatisfied, you can write to Stephen Weigel, the Council's Chief Executive, who will review your complaint, or fill in our Complaints form.

At each stage it is important you can clearly set out:

• What your complaint is.
• Who you have dealt with so far.
• Why you are not satisfied.

How long will this take?
Although we hope to resolve your complaint immediately, we aim to take no longer than 10 working days to respond to you during any of the three stages. In any event we will make every effort to reply as quickly as we can.

How will the Council deal with my complaint?
After looking into your complaint, if we find the Council is at fault we will do our best to put matters right. If we find we cannot do anything, we will tell you why.

Who do I complain to at Stages 2 and 3?
Please write to one of the following at the Council Offices, Station Road East, Oxted RH8 0BT, or fill in our Complaints form:

• Stephen Weigel, Chief Executive (committees, community safety, elections, grants, land charges searches, public relations, personnel, benefits, business rates, Council Tax)
• Richard Woodward, Director of Community Services (leisure, car parks, council housing, litter, environmental health, parks & open spaces, refuse & recycling collections, street cleansing )
• Bob Evans, Director of Planning (building control, development control, Local Plan)

If you are still not satisfied you can complain to the Local Government Ombudsman

Watch a video about how to complain to the council. This video was produced by Oxfordshire County Council and funded by IESE (This link will open in a new window).

For further information please contact Policy on 01883 732710 or e-mail policy@tandridge.gov.uk

Or write to us at:
Tandridge District Council
8 Station Road East
Oxted RH8 0BT

Maps and directions to our offices.

Or get directions by public transport and car with Transport Direct (This link will open in a new window): 

If you have any comments about our services, please fill in our Contact us form.

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