Complaints Procedure
This Policy covers complaints about:
· Councillors
· The Parish Clerk
· The administration or procedures of the Council
Stage 1
1. If a complaint is made verbally at a Parish Council meeting or to the clerk or Chairman, an initial verbal response shall be given.
2. If the complainant is not satisfied, the complaint shall be put in writing to the Clerk, who shall consider the nature of the complaint.
3. If the Clerk considers that there are no grounds for further investigation, or if the complaint relates to a matter outside the jurisdiction of the Parish Council, she shall write to the complainant to that effect.
4. If the clerk considers that the complaint requires further investigation, the written complaint shall be considered by the Clerk, Chairman and Vice Chairman to agree an appropriate response, after carrying out an appropriate level of research or investigation. If the complaint is about The Chairman or Vice - chairman, then the Clerk and the remaining Chairman/Vice-Chairman shall conduct the investigation and reply to the complainant. If both the Chairman and the Vice-Chairman are the subject of the complaint, then the full Parish Council and the Clerk should agree how the complaint shall be investigated. The outcome of the investigation shall be documented in writing, with a copy to the complainant, the person(s) whom are subject to the complaint and to each Parish Councillor.
Stage 2
5. Complaints received about an employee of the Council (i.e. the Clerk) shall be dealt with as an employment matter, as set out in the employee's contract of employment.
6. If a complaint is received about a Councillor(s), and cannot be settled satisfactorily using steps 1-4 above, the complaint is subject to the jurisdiction of the Standards Board for England, and complainants shall be advised to contact the Standards Board for information on how to proceed. The Clerk shall provide the complainant with the contact details.
Stage 2- Administration and procedures
7. If a complaint is received about the administration or procedures of the Council, and cannot be settled satisfactorily under stage1 above, the complaint shall be considered by the Parish Standards Committee as set out below. This official procedure is designed for those complaints that cannot be satisfied by less formal measures, or explanations provided to the complainant by the Clerk or Chairman. Complaints shall be dealt with as quickly as possible, handled courteously and fairly and the process shall be reasonable, accessible and transparent, in order that the good reputation of the Council is preserved.
Before the meeting is held to discuss the complaint:
8. The complainant should be asked to put the full complaint and the reasons they are not happy with the stage 1 outcome in writing to the Clerk.
9. If the complainant does not wish to put the complaint to the Clerk, it can be sent to the Chairman
10. The Clerk shall acknowledge the receipt of the complaint and advise the complainant when the matter will be considered by the Council or the Parish Standards Committee the complainant shall be invited to attend that meeting.
11. Seven clear working days prior to the meeting, the complainant shall provide the Council or the Parish Standards Committee with copies of any documentation or other evidence which he wishes to refer to at the meeting. The Council shall similarly provide the complainant with copies of any documentation upon which they wish to rely at the meeting.
At the meeting:
12. The Council may consider whether the circumstances of the meeting warrant the exclusion of the public and press. Any decision on a complaint shall be announced at the Council Meeting in Public.
13. The Chairman shall introduce everyone and explain the procedure.
14. The complainant or representative shall outline the grounds of the complaint.
15. The members have the opportunity to ask questions of the complainant and if relevant the Clerk is to explain to the Council's or Standards Committee position and represent the Council or Standards Committee.
16. The Clerk and complainant to be offered the opportunity of a last word (in this order).
17. The Clerk and complainant to be asked to leave the room while members decide whether or not the grounds for the complaint have been made out. If a point of clarification is necessary, both parties to be invited back
18. The Clerk and complainant return to hear the decision of the Council, or will be advised when a decision will be made.
After the meeting:
19. The decision shall be confirmed in writing within seven working days together with details of any action to be taken.