Complaints Procedure
Blankney Parish Council is committed to providing a professional and first-class service for the benefit of the people who live or work in its area or are visitors to the locality.
Should anyone be dissatisfied with the standard of service received from this Council or you are unhappy about an action or lack of action by this council, this document sets out how to complain to the Council and how we will attempt to resolve your complaint.
Our complaints procedure is designed to deal with complaints made about any Council’s action or perceived lack of action, about the standard of any service, whether any action which was taken or any service provided by the Council itself acting as a body corporate, or by any person or body acting on behalf of the Council.
Any complaint may be processed by the Council at a properly convened meeting: at either Full Council, or a Committee formed with the specific task of investigating the matter.
All complaints that involve one of the Council’s employees will be dealt with in the first instance by this procedure, should any further action be required, then they will be carried out in accordance with the Council’s internal employment processes.
Please be aware that there are other bodies with responsibilities for dealing with certain types of complaint:
Individual Member’s conduct alleged to breach the Code of Conduct adopted by the Council - The relevant principal authorities (North Kesteven District Council) Monitoring Officer should be contacted – this district council has responsibility for such matters
Alleged financial irregularity - Local electors have a statutory right to object to a Council’s audit of accounts (Audit Commission Act 1998 s.16)
Alleged criminal activity -The Police
Before the meeting
1. The appropriate time for influencing council decision-making is by raising your concerns before the Council debates and votes on a matter. There may also be the opportunity to raise your concerns in the public participation section of council meetings (see below for the procedure).
2. Any complaint about the Council’s procedures or administration should be made in writing to the Clerk to the Council (their contact details are at end of this document).
3. If you do not wish to make the complaint via the Clerk to the Council, it should be addressed to the Chairman of the Council, who will report any complaint to the Council.
4. The Clerk to the Council/Chairman will try to resolve your complaint immediately. Should this not be possible, a receipt of your complaint will be acknowledged within five (5) working days, also you will be advised when the matter will be considered by either the Council or a nominated Committee working on behalf of the Council.
5. Please be aware that any complaint will be treated as confidential, the council will comply with its duties under the Data Protection Act 1998 at all times to safeguard any unlawful disclosure of personal data.
6. You will be invited to attend the meeting when the specific complaint will be considered, you will be offered the opportunity to be accompanied by a representative, should you so wish.
7. Seven clear working days prior to the meeting, you are required to provide the Council with any copies of documentation and all other relevant items relating to the complaint.
8. by return the Council will provide you with copies of any documentation upon which it wishes to rely at the meeting and shall do so promptly, allowing the opportunity to read all material in good time for the meeting.
At the meeting
1. The council shall exclude the public and press whilst discussion of the matter takes place. Any decision on a complaint shall subsequently be announced at a meeting in public, whilst taking into account any duties to safeguard personal data as under (4) above.
2. The Chairman will introduce everyone at the meeting, and explain the procedure to be followed.
3. You will be asked to outline the grounds for your complaint, and thereafter, questions may be asked by (i) the Clerk and (ii) Members of the Council.
4. The Clerk to the Council will then have an opportunity to explain the Council’s position and questions may be asked by (i) yourself or your representative and subsequently (ii)Members.
5. You will be offered the opportunity to summarise your position.
6. The Clerk will be offered the opportunity to summarise the position on behalf of the Council.
7. You, your representative and the Clerk will be asked to leave the room whilst Members decide whether or not the grounds for the complaint have been made. If a point of clarification is necessary, all parties shall be invited back.
8. You will be given the opportunity to await the outcome, if a decision is unlikely to be made imminently, you will be advised when a decision will be made and communicated to you.
After the meeting
1. The decision will be communicated to you within seven working days, together with details of any further action which may be taken.
2. The Council’s decision on the matter will be final, and no further appeal process will be offered.
Contact:
John F Money (Parish Clerk) Aisling House, Main Street, Scopwick, LN4 3NW 07775 692013 or johnfmoney@gmail.com
This Procedure to be reviewed and approved at Annual Parish Council meeting 5th May 2021 and annually thereafter.