Adjust the site to suit you. These settings save on your device.
Choose a category to see who handles it and how to report it. Emergencies? Call 999.
Process for Handling and Resolving Complaints About Kesgrave Town Council
The Complaints Policy & Procedure outlines how Kesgrave Town Council handles and investigates complaints. The aim is to resolve matters quickly, fairly, and with transparency, while maintaining the integrity and reputation of the Council and its staff.
This policy applies to all complaints relating to the operations or conduct of Kesgrave Town Council, its staff, or councillors. It does not cover complaints about individual councillor behaviour under the Code of Conduct, which must be referred to East Suffolk Council for investigation.
A complaint may be made verbally or in writing by residents, non-residents, councillors, or staff. The Town Clerk is authorised to seek an informal or simple resolution where possible - for example, clarifying office hours or providing an apology where appropriate.
Where a complaint cannot be resolved informally, it must be submitted in writing to the Town Clerk. If the complaint concerns the Clerk, it should be addressed to the Chair of the Council.
The committee will consider all evidence and determine a fair outcome based on admissible information. The complainant will receive written notification of the outcome within 10 working days. If dissatisfied, they have the right to appeal to Full Council, whose decision is final.
Where the complaint reveals potential criminal activity or a data protection breach, the matter may be referred to the appropriate authorities such as the ICO or the Police. Employment-related matters will be handled in accordance with the Council’s disciplinary procedures.
If a complainant wishes to appeal, they must do so in writing. Appeals will be heard at the next practical Full Council meeting. The complainant may attend and be accompanied (but not legally represented). The Council’s decision will be recorded in the minutes, observing confidentiality where appropriate.
All complaints are logged and stored securely in line with the Privacy Statement and the Document and Electronic Data Retention Policy. Information is retained only for as long as necessary and is not shared without consent unless required by law.
Contact: For questions or to submit a complaint, please contact:
Kesgrave Town Council
Town Council Office, Ferguson Way, Kesgrave, IP5 2FZ
Tel: 01473 625 179
Email: enquiry@kesgravetowncouncil.org.uk
Kesgrave Town Council’s Complaints Policy outlines how complaints are received, investigated, and resolved, ensuring fair and transparent handling of all concerns raised by the public, staff, or councillors.
No links available.