Complaints Procedure
Normanby by Spital Parish Council is committed to providing a quality service for the benefit of the people who live or work in its area or are visitors to the locality. If you are dissatisfied with the standard of service you have received from this council, or are unhappy about an action or lack of action by this council, this Complaints Procedure sets out how you may complain to the council and how we shall try to resolve your complaint.
1. This Complaints Procedure applies to:
Complaints about council administration and procedures and may include complaints about how council employees have dealt with your concerns.
2. This Complaints Procedure does not apply to:
Complaints by one council employee against another council employee, or between a council employee and the council as employer. These matters are dealt with under the council’s Disciplinary and Grievance policy.
3. Complaints against Councillors:
Complaints against councillors are covered by the Code of Conduct for Members adopted by the Council on 19 July 2018 and, if a complaint against a councillor is received by the council, it will be referred to the Monitoring Officer of West Lindsey District Council. Further information on the process of dealing with complaints against councillors may be obtained from the Monitoring Officer, details of how to contact the Monitoring Officer are contained on West Lindsey District Council Web Site.
4. How to influence the Council’s decision-making process
The appropriate time for influencing Council decision-making is by raising your concerns before the Council debates and votes on a matter. You may do this by writing to the Council in advance of the meeting at which the item is to be discussed. There may also be the opportunity to raise your concerns in the public participation section of Council meetings. If you are unhappy with a Council decision, you may raise your concerns with the Council, but Standing Orders prevent the Council from re-opening issues for six months from the date of the decision, unless there are exceptional grounds to consider this necessary and the special process set out in the Standing Orders is followed.
5. How to make your Complaint:
5.1 You may make your complaint about the council’s procedures or administration to the Clerk. You may do this by phone, or by writing to or emailing the Clerk. The contact addresses and numbers are set out below.
5.2 Wherever possible, the Clerk will try to resolve your complaint immediately. If this is not possible, the Clerk will normally try to respond to your complaint within 10 working days.
5.3 If you do not wish to report your complaint to the Clerk, you may make your complaint directly to the Chairman of the Council who will report your complaint to the Council (as appropriate).
5.4 The Clerk or the Council (as appropriate) will investigate each complaint, obtaining further information as necessary from you and/or from staff or members of the Council.
5.5 The Clerk or the Chairman of the Council will notify you within 42 days of the outcome of your complaint and of what action (if any) the Council proposes to take as a result of your complaint. (In exceptional cases the 42-day timescale may have to be extended. If it is, you will be kept informed).
6. Appeals Process:
If you are dissatisfied with the response to your complaint, you may ask for your complaint to be reviewed by the Council and (usually within 12 weeks) you will be notified in writing of the outcome of the review of your original complaint.
Contacts:
The Clerk of Normanby by Spital Parish Council
Address:
Email: nbyspc@gmail.com
The Chairman of Normanby by Spital Parish Council – Cllr Gavin Widdison
Address: Coulson the bungalow, Saxby Road, Owmby by spital Market rasen LN8 2DA
Policy Adopted: 27th October 2020
Policy Last Reviewed: 27th October 2020