Complaints Procedure and Policy

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Parish Clerk



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Complaints Procedure and Policy

Complaints from the general public may be made in person, by telephone or by writing to the Parish Clerk or Chair of the Parish Council, within reasonable hours

These are not complaints – requests for service
– reporting defects
– reports about unauthorised activities
– requests for information or an explanation of a Council policy

How a complaint should be dealt with

1. The clerk shall acknowledge receipt of the complaint within 5 working days.
2. The complaint may be referred to the full Parish Council to be heard at an internal working party meeting or if it cannot be resolved, referred to a full Parish Council meeting.
3. 7 clear working days before the meeting the complainant is to provide the Parish Council with copies of evidence they wish to refer to at the meeting. The Parish Council will similarly provide the complainant of documentation upon which they wish to rely on at the meeting and decide whether the public and press will be excluded at this part of the meeting.
4. The Chair is to introduce everyone.
5. The complainant or their representative to outline the grounds for complaint.
6. Members to ask questions of the complainant.
7. Complainant or their representative to leave the meeting (together with the public and press if present) in order for the Parish Council to discuss the complaint.
8. Complainant and their representative to return and hear the Parish Council’s decision or be advised of a date when a decision is to be made.
9. The decision is confirmed in writing within 7 working days of the decision being made with details of any action to be taken.
10. Should the complainant or their representative feel their complaint has not been correctly handled they may refer the matter to the Local Authority Ombudsman.

Signed ………………………………………………..
Chair, Wollaston Parish Council

Date …………………………………

Policy Reviewed June 2021
Next Review June 2023