Complaints Procedure
BACKGROUND
Complaint procedures are an integral part of the machinery of every organisation. This is because it is through dealing with, and responding to, accusations or instances of poor performance or service delivery that the organisation sees its faults and has the opportunity to address them and improve how they operate in the future.
Note: exclusions
- This process does not cover complaints about the conduct of a member of the Parish Council as this will be covered by the council Model Code of Conduct. Such complaints should be referred to the local Standards Board of South Holland District Council.
- This procedure does not cover internal complaints made by employees of the Council about fellow employees or about the Council as their employer. Such internal complaints are termed grievances and should in the first instance be addressed to the Chairman of the Parish Council.
THE COMPLAINTS PROCEDURE
1. The following procedure will be adopted for dealing with complaints from members of the public about the Councils administration or its procedures. Complaints about a policy decision made by the Council will be referred back to the Council for consideration.
2. If a complaint about procedures, administration or the actions of any of the Councils employees is notified orally to a Councillor, or to the Clerk, a written record of the complaint will be made, noting the name and contact details of the complainant and the nature of the complaint.
3. The complainant will be asked to put the complaint in writing by letter or email to the parish Clerk. The postal address is 48 Casswell Drive, Quadring, Spalding, PE11 4QW. Contact details for emails can be found on the Parish Council website parishes.lincolnshire.gov.uk/Whaplode/
The complaint will be acknowledged in writing when received and will be dealt with within 30 days of receipt.
4. If the complainant prefers not to put the complaint to the Clerk to the Council (because the matter relates to the Clerk, for example) he or she should be advised to write to the current Chairman of the Parish Council.
5. (a) On receipt of a written complaint, the Parish Clerk, (except where the complaint is about his or her actions), of the current Chairman, will seek to settle the complaint directly with the complainant. This will not be done without notifying any person complained about and giving him/her an opportunity to comment at this stage.
5. (b) Where the Parish Clerk or a Councillor receives a written complaint about the Clerks actions, he/she will refer the complaint to the current Chairman of the Council. The Clerk will be formally advised of the matter and given an opportunity to comment.
6. The Parish Clerk (or current Chairman) will report any complaint satisfied by direct action with the complainant to the next meeting of the Parish Council.
7. The Parish Clerk (or current Chairman of the Council) will report any complaint that has not been resolved to the next Parish Council meeting. The Clerk will notify the complainant of the date on which the complaint will be considered and the complainant will be offered an opportunity to explain the complaint to the current Chairman at a separate meeting.
8. Matters relating to grievance or disciplinary proceedings of the Parish Clerk or other employees will be dealt with internally by the Parish Council lead by the current Chairman of the Council.
9. The Parish Council may consider whether the circumstances of any complaint warrant the matter being discussed in the absence of the press and the public, but any decision on the complaint will be announced at the next Parish Council meeting.
10. The Council may consider in the circumstances of any particular complaint whether to make any without liability payment or provide other reasonable benefit to any person who has suffered a loss as a result of the Councils maladministration. Any such payment may only be authorised by a majority of Councillors at a Parish Council meeting and only after reference has been made to the Councils internal auditor.
11. Immediately after the decision has been made (and in any event not more than ten days after the meeting) the complainant will be notified in writing of the decision and any action to be taken.
12. The Council may defer dealing with any complaint if it is of the opinion that issues arise on which further advice is necessary. The advice will be considered and the complaint dealt with at the next Parish Council meeting after the advice has been received.
13. Records should be kept of all complaints and their outcome. The Council will monitor and review complaints and, if necessary, amend its policies and procedures where such action is deemed appropriate.
14. Where the outcome of the complaint is that the procedures within the Council have not been properly followed by the Councils employees, the Council should apologise to the complainant. The Council should also take appropriate steps to prevent similar complaints being receved in the future.
REVIEW
This procedure will be regularly reviewed by the Councilor earlier if required by changes to legislation and amended as necessary based on good practice and evidence going forward.