Complaints procedure
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The following procedure will be adopted for dealing with complaints about the Council’s administration or its procedures. Dissatisfaction may be expressed concerning Council’s action, lack of action or standard of service, whether the action/service was undertaken by the Parish Council or a person or organisation acting on behalf of the Council. Complaints about a policy decision made by the Council will be referred back to the Council for consideration.
This procedure does not cover complaints about any Member of the Parish Council who has allegedly failed to comply with Council’s code of conduct. Any such complaints should be directed to, The Monitoring Officer, South Holland District Council, Priory Road, Spalding, PE11 2XE.
1. The complainant will be asked to put the complaint in writing (letter/e-mail) to the Clerk to the Council at; The Parish Office, The Curlew Centre, Bridge Rd, Sutton Bridge, PE12 9SA or; clerk@suttonbridge-pc.gov.uk
2. Receipt of the complaint will be acknowledged advising that every effort will be made for the complaint will be dealt with within 28 days of receipt. The complainant will be asked if he/she wishes the complaint to be treated confidentially. [Even if confidentiality is waived, Council will still comply with its obligations under General Data Protection Regulations relating to unlawful disclosure of personal data].
3. 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 will be advised to write to the Chairman.
4. On receipt of a written complaint, the Clerk to the Council (except where the complainant is about his or her own actions) or Chair of Council (if the complaint relates to the Clerk), will seek to settle the complaint on an informal basis directly with the complainant.
[This will not be done without first notifying any person complained about and giving him/her the opportunity to comment].
Efforts will be made to resolve the complaint at this stage.
5. The Clerk to the Council (or Chair) will report any complaint disposed of by direct action with the complainant to the next meeting of the Council.
6. The Clerk to the Council (or Chair) will report any complaint that has not been resolved to the next meeting of the Council. 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 Council (or appropriate committee) verbally. The complainant will be provided with a full explanation of how the meeting will proceed. [The complainant may be accompanied by a relative/friend in order to provide support during the meeting].
The Council will consider whether the circumstances of any complaint warrant the matter being discussed in the absence of the press and public. (See note 2. above)
8. 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 loss as a result of the Council’s maladministration. Any payment may only be authorised by the Council after obtaining legal advice and advice from the Council’s auditor on the propriety of such a payment.
9. As soon as possible after the decision has been made (and in any event not later than 7 days after the meeting) the complainant will be notified in writing of the decision, the reasoning behind the decision and any action to be taken.
10. 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 meeting after the advice has been received.
11. Excepting any statutory rights, the Council’s decision is final, there is no further appeals process.
Adopted by Sutton Bridge Parish Council 28 May 2024