Complaints Procedure
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Revision |
1.0 |
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Adopted |
March 2022 |
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Last Reviewed |
May 2024 |
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Review period |
Bi-annually |
DOCUMENT CONTROL: Rev 1.0 Reviewed May 2023. Adopted without changes.
DOCUMENT CONTROL: Rev 1.0 Reviewed May 2024. Adopted without changes.
Hemswell Parish Council
COMPLAINTS PROCEDURE
This complaints procedure is designed to deal with complaints made about Hemswell Parish Council’s (PC) 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 PC at a properly convened meeting of either the full Council or of a Committee tasked with investigating the matter.
Any complaint involving one of the Council’s employees will be dealt with first via this complaints procedure, and if any further action is required, then in accordance with the PC's internal employment processes.
Please be aware that there are other bodies with responsibility for certain types of complaint:
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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 |
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Alleged financial irregularity |
Local electors have a statutory right to object to a Council’s audit of accounts (Audit Commission Act 1998 s.16) |
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Alleged criminal activity |
The Police |
Before the meeting
1. Any complaint about the PC's procedures or administration should be made in writing to the clerk to the PC. See the home page for contact details.
2. If the complainant does not wish to make the complaint via the clerk to the PC, the complaint should be addressed to the Chair of the PC and marked as 'strictly confidential'.
3. The clerk to the PC or the Chair will acknowledge receipt of the complaint and advise when the matter will be considered by either the PC or a nominated Committee working on behalf of the PC.
4. All complaints will be treated as confidential, and the PC is obliged to comply with its duties under UK GDPR 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 PC with copies of any documentation or other items on which the complaint is based.
7. The PC 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 PC 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 Chair 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 PC.
11. The clerk to the PC will then have an opportunity to explain the PC'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 PC.
14. The clerk and complainant will both be asked to leave the room whilst members decide whether or not the grounds for the complaint have been made. 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, they 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 PC's decision on the matter will be final, and no further appeal process will be offered.