Hedgeview, 231 Broadgate, Sutton St Edmund, Spalding, Lincs, PE120LT
E mail
tyddstmarypc@gmail.com
COMPLAINTS PROCEDURE
This
complaints procedure is designed to deal with complaints made about the Council’s
action or perceived lack of action, or about the standard of a service, whether
the action was taken or the service provided by the Council itself acting as a
body corporate, or by a person or body acting on behalf of the Council.
Any
complaint can only be processed by the Council at a properly convened meeting
of either the full Council or of a Committee tasked with investigating the
matter.
Any
complaint that involves one of the Council’s employees will be dealt with in
the first instance via this complaints procedure, and if any further action is
required, then in accordance with the Council’s internal employment processes.
Please
be aware that there are other bodies with responsibility for certain types of
complaint:
Individual member’s conduct alleged to breach
the Code of Conduct adopted by the Council |
The relevant principal authority Monitoring
Officer should be contacted – the district council has responsibility for
such matters |
Alleged financial irregularity |
Local electors have a statutory right to
object to a Council’s audit of accounts (Audit Commission Act 1998 s.16) |
Alleged criminal activity |
The Police |
Before the
meeting
1.
Any complaint about the Council’s procedures or
administration should be made in writing to the Clerk to the Council at Hedgeview,231
Broadgate, Sutton St Edmund, Spalding, Lincs, PE120LT.
2.
If the complainant does not wish to make the
complaint via the Clerk to the Council, it should be addressed to the Chairman
of the Council (Private) at Hedgeview. 231
Broadgate, Sutton St Edmund, Spalding, Lincs, PE120LT.
3.
The Clerk to the Council/Chairman will
acknowledge receipt of the complaint and advise when the matter will be
considered by either the Council or a nominated Committee working on behalf of
the Council.
4.
Please be aware that any complaint will be
treated as confidential, and that the council is obliged to comply with its
duties under the Data Protection Act 1998 at all times to safeguard against the
unlawful disclosure of personal data.
5.
The complainant will be invited to attend the
meeting at which the complaint will be considered and be offered the
opportunity to be accompanied by a representative, if required.
6.
Seven clear working days prior to the meeting,
the complainant is required to provide the Council with copies of any
documentation or other items on which the complaint is based.
7.
The Council will provide the complainant with
copies of any documentation upon which it wishes to rely at the meeting and
shall do so promptly, allowing the opportunity to read all material in good
time for the meeting.
At
the meeting
8.
The council shall exclude the public and press
whilst discussion of the matter takes place.
Any decision on a complaint shall subsequently be announced at a meeting
in public, whilst taking into account any duties to safeguard personal data as
under (4) above.
9.
The Chairman will introduce everyone at the
meeting and explain the procedure to be followed.
10.
The complainant will be asked to outline the
grounds for the complaint, and thereafter, questions may be asked by (i) the
Clerk and (ii) members of the Council.
11.
The Clerk to the Council will then have an
opportunity to explain the Council’s position and questions may be asked by (i)
the complainant and then (ii) members.
12.
The complainant will be offered the opportunity
to summarise their position.
13.
The Clerk will be offered the opportunity to
summarise the position on behalf of the Council.
14.
The complainant will be asked to leave the room
whilst members decide whether or not the grounds for the complaint have been
made ( as will the Clerk should the complaint be about them). If a point of clarification is necessary,
both parties shall be invited back.
15.
The complainant will be given the opportunity
to await the outcome but if a decision is unlikely to be finalised quickly,
will be advised when a decision is likely to be made and communicated to them.
After
the meeting
16.
Any decision will be confirmed to the
complainant within seven working days, together with details of any further action
to be taken.
17.
The Council’s decision on the matter will be
final, and no further appeal process will be offered.
Version number |
Date Approved |
Amendments Made |
Next Review Date |
V1 |
February 2021 |
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February 2024 |
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July 2024 |
no |
July 2027 |
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