CODE OF PRACTICE FOR HANDLING COMPLAINTS
Where the complaint has been made against the Town Council or its practice and the following procedure will be adopted:

1. The complainant will be asked to put the specific complaint in writing to the Clerk.

2. If the complainant is not willing to submit the complaint to the Clerk, it will be acceptable for this to be passed to the Chairman.

3. The Clerk will acknowledge receipt of the complaint, advising when the matter will be dealt with by the Town Council.

4. The complainant will be invited to join the relevant Town Council meeting and to be accompanied by a representative if so desired.

5. The complainant will be required to provide the Council with copies of relevant documentation or other evidence seven clear working days before the meeting.  The Council will provide the complainant with copies of all documentation which is relevant to the meeting.

6. At the meeting the Council will consider whether it is necessary to exclude the public and press although any final decision on a complaint will be announced at the council meeting in public.

7. The Chairman will introduce everyone present and explain procedure.

8. The complainant or his representative will be invited to outline the grounds for complaint

9. Councillors will be invited to ask any question of the complainant.

10. Where relevant, the Clerk will explain the Town Council’s position

11. Councillors will be given the opportunity to question the Clerk.

12. Both the Clerk and the complainant to be given the opportunity of a last word (In this order)

13. The Clerk and complainant will be asked to leave the room whilst Councillors decide whether or not the grounds for complaint have been made.  Where a point of clarification is necessary, both parties will be invited back.

14. The Clerk and complainant will be invited to return in order to hear the decision of the Council or to be advised when a decision will be made.

15. The decision will be confirmed within seven working days of the meeting together with details of any action taken.

Complaints by an employee will be dealt with as detailed in item 11 of the employee’s Contract of Employment

Complaints against an employee will be reported to the Chairman in writing, the matter dealt with by the Town Council and appropriate action taken as necessary.

Complaints against a Town Councillor will be referred to the Monitoring Officer at the District Council or the Standards Board for England.