Kinlet Parish Council Complaints Procedure


Before the Meeting.
1. The complainant shall be asked to put the complaint about the Council’s procedures or administration in writing to the clerk.
2. If the complainant does not wish to put the complaint to the clerk, they will be advised to put it to the chairman of the council.
3. The clerk will acknowledge the receipt of the complaint and advise the complainant that this will be dealt within 21 days, during which time the complaint will be given the opportunity to comment and efforts will be made to settle the complaint directly with the complainant.
4. The complainant shall be invited to attend the relevant meeting and bring with them such representative as they wish.
5. 7 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.
6. The Council will consider whether the circumstances of the meeting warrant the exclusion of the public and press.   However, any decision on a complaint will be announced at the council meeting in public.
7. The Chairman to introduce everyone.
8. The Chairman to explain procedure.
9. Complainant (or representative) to outline grounds for complaint.
10. Members to ask any question of the complainant.
11. If relevant, clerk or other proper officer to explain the Council’s position.
12. Members to ask any question of the clerk or other proper officer.
13. Clerk or other proper officer and complainant to be offered opportunity of last word (in this order).
14. Clerk or other proper officer and complainant to be asked to leave room while members decide whether or not the grounds for the complaint have been made.  (If a point of clarification is necessary, both parties to be invited back).
15. Clerk or other proper officer and complainant return to hear decision, or to be advised when decision will be made.
16. If it is considered that further advice is necessary, the dealing with the complaint may be deferred, the advice considered and the complaint dealt with at the next meeting
After the Meeting.
17. Decision confirmed in writing within 7 working days together with details of any
action to be taken.
18. If it is considered appropriate to make any without liability payment or provide other benefit to any person who has suffered loss as a result of the council’s maladministration, the payment can only be authorised by the Council after obtaining legal advice and advice from the Council’s auditor.

Agreed Feb 2017
Re-Approved Feb 2019