Allerton Bywater Parish Council
Complaints Handling Code of Practice
This code of practice covers complaints about council’s procedures and administration.
Before the Meeting
- The complainant should contact the Parish Clerk to discuss their complaint.
- The complainant will be asked to put their complaint in writing to the clerk at the address below.
- If the complainant does not wish to put the complaint to the clerk, they may be advised to put it to the chairman of the council.
- The clerk/chairman shall acknowledge the receipt of the complaint and advise the complainant when the council will consider the matter.
- Details of the complaint will be recorded on the councils complaints log.
- The complainant shall be invited to attend the relevant meeting and bring with them such representative as they wish.
- Seven clear working days prior to the meeting, the complainant shall provide the council with copies of any documentation or other evidence, which they wish to refer to at the meeting. The council shall similarly provide the complainant with copies of any documentation upon which they wish to rely at the meeting.
At the Meeting
- The council shall consider whether the circumstances of the meeting to discuss a complaint should warrant the exclusion of the public and the press. Any decision on a complaint shall be announced at the council meeting in public.
- Chairman to introduce everyone.
- Chairman to explain procedure.
- Complainant (or representative) to outline grounds for complaint.
- Members to ask any question of the complainant.
- If relevant, clerk or other proper officer to explain the council’s position.
- Members to ask any question of the clerk or other proper officer.
- Clerk or other proper officer and complainant to be offered opportunity of last word (in this order).
- Clerk or other proper officer and complainant to be asked to leave room while Members decide whether or not the grounds for the complaint that has been made is justified (If a point of clarification is necessary, both parties to be invited back).
- Clerk or other proper officer and complainant return to hear decision, or to be advised when decision will be made.
After the Meeting
- Decision confirmed in writing within seven working days together with details of any action to be taken.
- Update council complaints log with details of resolution / action required to resolve complaint.
- Ensure that the council complaints log is maintained until the complaint is completely resolved.
Accepted 13th September 2007
7 Carr Close