COMPLAINTS PROCEDURE

Making A Complaint

1. If you wish to make a formal complaint about the Council’s services, procedures or administration, it should be
made in writing to the Chief Executive Officer and marked ‘private and confidential’.
2. If you would prefer not to write to the Chief Executive Officer, please address your complaint for the attention
of the Chairman of the Council.
3. Receipt of your complaint will be acknowledged, in writing, within seven working days.
What Will Happen To My Complaint
4. Complaints are considered and determined by the Council’s Corporate Group, on which serves, the Mayor, the
Deputy Mayor, the Lead Member of Community Services, the Lead Member of Planning, Transport &
Environment, the Lead Member of Project Services and the Lead Member of Finance and Audit.
Note: Should it be one of the Corporate Group members who is the subject of the complaint, the member shall take
no part in the proceedings other than to give evidence.
5. You will be invited to attend the meeting and to bring with you a representative (who is able to speak if the
complainant so wishes).
6. At least seven clear working days prior to the meeting, you will need to provide the Corporate Group with
copies of any documentation or evidence relied on. The Corporate Group will in turn provide you with copies of
any documentation which it wishes to rely upon and shall do so promptly, allowing you the opportunity to read
the material in good time for the meeting.

At the Meeting

7. The Chairman of the Corporate Group will introduce everyone and explain the procedure.
8. You will then have the opportunity (or your representative) to outline the grounds for the complaint and,
thereafter, questions may be asked by (i), the CEO/Town Clerk or other nominated officer and then (ii), the
Corporate Group.
9. The Chief Executive Officer (or other nominated officer) will then have an opportunity to explain the Council’s
position and questions may be asked by (i), yourself (or your representative) and (ii), the Corporate Group.
10. The Chief Executive Officer (or other nominated officer) and yourself (or your representative) will then be offered
the opportunity to summarise your respective positions.
Contd.
11. Along with the Chief Executive Officer (or other nominated officer), you (or your representative) will be asked to
leave the room while the Corporate Group decides whether or not the grounds for the complaint have been
made. If a point of clarification is necessary, both parties will be invited back.
12. The Chief Executive Officer (or other nominated officer) and yourself (or your representative) will be given the
opportunity to wait for the decision but if the decision is unlikely to be finalised on that day you will be advised
when the decision is likely to be made and when it is likely to be communicated to you.
After the Meeting

13. The decision will be confirmed in writing within seven working days together with details of any action to be
taken.
14. The decision on a complaint shall be announced, in public, at the next available scheduled meeting of the
Council.
NOTE:
i) Matters of concern/complaints relating to an individual employee or reported by an employee of the Council
are considered by the Personnel Group in accordance with the Council’s Standing Orders.
ii) Matters of concern/complaints relating to an individual member of the Council or reported by an individual
member of the Council are considered by the Corporate Group in accordance with the Council’s Standing
Orders.
Reviewed October 2013
Reviewed April 2015
Review Date: May 2016