Sidlesham Parish Council.

Complaints Procedure adopted at Parish Council Meeting on 19^th May 2010

Sidlesham Parish Council Complaints Procedure

Sidlesham Parish Council’s complaints procedure is based on a model made available to SALC by another council.

 Sidlesham Parish Council believes a complaints procedure demonstrates that the Council:

• wishes to provide a good service;
• is committed to listen to and act upon residents’ views;
• undertakes its business in an open and honest manner;
• wishes to deal with complaints fairly and expeditiously.

 

The Council believes that complaints and suggestions provide a valuable opportunity for improving its services and performance.

What is a Complaint?

For the purposes of this procedure, a complaint is defined as:

An expression of dissatisfaction about the standard of service, actions or lack of action by the Council, an individual member(s), the parish clerk or its staff affecting an individual, group or organisation.

 

This definition covers most complaints – such as:

• dissatisfaction with the administration of policy and decisions;
• delays in responding to service requests;
• failure to achieve standards of service;
• failure to fulfil statutory responsibilities;
• the behaviour or attitude of the members of the Council, the parish clerk or an employee.

 

Complaints against Sidlesham Parish Council

These should be made in writing to the Chairman of the Council, who will appoint a panel of three councillors who may include the Chairman, who will examine the complaint, whether in person and/or writing from the complainant, and will deliver a written response as soon as possible thereafter. If that decision is the subject of an appeal within 21 days, then a further three councillors will be appointed by the Chairman to review the complaint and the first decision, and again deliver a written response. No further appeal will be allowed. At the conclusion of this process the full council will be informed of the complaint and the outcome. Lesser complaints about the Council’s procedures or administration may be delegated by the Chairman to the Parish Clerk.

Complaints about Members of Sidlesham Parish Council

All Councillors have signed an undertaking that they will observe the Council’s Code of Conduct.  The Code – which is the Model Code of Conduct for Members approved by Parliament – specifies a Councillor’s obligations.  Alleged breaches of the Code should be made to Chichester District Council Standards Committee.  Further information is available from the District Council website www.chichester.gov.uk.

Complaints against the Parish Clerk

Complaints against the Clerk should be made to the Chairman of the Council, who will deal with the matter internally, and will take action as appropriate to rectify the grievance. Details of that action will be communicated to the complainant.

Complaints against a Member of Staff

This type of complaint would normally be dealt with as an employment matter and pursued, as necessary, in the light of the Council’s disciplinary procedure.  The complainant should be advised accordingly that the matter is being dealt with internally and that appropriate action will be taken as appropriate.  Details of that action will be communicated to the complainant.

 

 

Complaints about Services provided by other Public Organisations

Given that most public services in the parish of Sidlesham are provided by either Chichester District Council or West Sussex County Council – and that the division of responsibilities between public bodies can often be confusing – Sidlesham Parish Council will advise those wishing to pursue complaints against other public organisations providing services in the Parish where and how to make such complaints.