STILLINGFLEET PARISH COUNCIL COMPLAINTS POLICY

INTRODUCTION

From time to time members of the public may have complaints about the administration or procedures of Stillingfleet Parish Council.

1 If a complaint about procedures or administration as practiced by the Parish Council is notified orally to the Clerk to the Parish Council or a Councillor, he or she should seek to satisfy the complaint fully.  If that fails, the complainant should be asked to put the complaint in writing to the Clerk to the Parish Council and be assured that it will be dealt with promptly after receipt.

2 If the complainant prefers not to put the complaint to the Clerk to the Parish Council, he or she should be advised to put it to the Chairman of the Parish Council.

3 In receipt of a written complaint the Chairman of the Parish Council or the Clerk to the Parish Council (expect where the complaint is about his or her own actions) shall try to settle the complaint directly with the complainant.  This shall not be done without first notifying the person complained against and giving him or her opportunity to comment on the manner in which it is intended to try to settle the complaint.  Efforts should be made to attempt to settle the complaint at this stage.

4 Where the Clerk to the Parish Council or the Chairman of the Parish Council receives a written complaint about the Clerk to the Parish Council’s own actions, he or she shall refer the complaint to the Chairman of the Council.  The Clerk to the Parish Council shall be notified and given an opportunity to comment.

5 The Clerk to the Parish Council or Chairman of the Parish Council shall report to the next meeting of the Parish Council any written complaint disposed of by direct action with the complainant.

6 The Clerk to the Parish Council or the Chairman of the Parish Council shall being any written complaint that has not been settled to the next meeting of the Parish Council.  The Clerk to Parish Council shall notify the complainant of the date of which the complaint will be considered and the complainant will be offered an opportunity to explain the complaint orally.  (Unless such a matter may be related to Grievance, Disciplinary or Standard Board proceeding that are taking, or likely to take place when such a hearing may prejudice hose hearing when the complaint will have to be heard under Exempt Business to exclude any member of the public or the press, or defer on appropriate advice received.)

7 The Parish Council shall consider whether the circumstances attending any complaint warrant the matter being discussed in the absence of the press and public but any decision on a complaint shall be announced at the Parish Council meeting in public.

8 As soon as may be after the decision has ben made it and the nature of any action to be taken shall be communicated in writing to the complainant.