Complaints Procedure
Policy Approved at Annual Parish Council Meeting May 2021
Scopwick and Kirkby Green Parish Council is committed to providing a quality service for the benefit of the people who live or work in its area or are visitors to the locality. If you are dissatisfied with the standard of service you have received from this Council or are unhappy about an action or lack of action by this council, this document sets out how to complain to the council and how we will try to resolve your complaint.
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 - contact the police
Before the meeting
1. The appropriate time for influencing council decision-making is by raising your concerns before the Council debates and votes on a matter. There may also be the opportunity to raise your concerns in the public participation section of council meetings.
2. Any complaint about the Council’s procedures or administration should be made in writing to the Clerk to the Council (contact details at end of this document).
3. If you do not wish to make the complaint via the Clerk to the Council, it should be addressed to the Chairman of the Council, who will report your complaint to the Council.
4. The Clerk to the Council/Chairman will try to resolve your complaint immediately. If this is not possible, receipt of your complaint will be acknowledged within five (5) working days and you will be advised of when the matter will be considered by either the Council or a nominated Committee working on behalf of the Council.
5. 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.
6. You 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.
7. Seven clear working days prior to the meeting, you are required to provide the Council with copies of any documentation or other items on which the complaint is based.
8. The Council will provide you 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
1. 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.
2. The Chairman will introduce everyone at the meeting, and explain the procedure to be followed.
3. You 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.
4. The Clerk to the Council will then have an opportunity to explain the Council’s position and questions may be asked by (i) you and then (ii) members.
5. You will be offered the opportunity to summarise your position.
6. The Clerk will be offered the opportunity to summarise the position on behalf of the Council.
7. You and the Clerk 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.
8. You will be given the opportunity to await the outcome but if a decision is unlikely to be finalised quickly, you will be advised when a decision is likely to be made and communicated to you.
After the meeting
9. Any decision will be confirmed to you within seven working days, together with details of any further action to be taken.
10. The Council’s decision on the matter will be final, and no further appeal process will be offered.