Complaints Policy and Procedure

About this item

Overview

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.

Scope

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.

• Anonymous complaints will not be considered.
• Comments made indirectly, such as via social media, will not be treated as formal complaints.

Making a Complaint

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.

Investigation Process

• All complaints will be acknowledged in writing.
• An investigation will be undertaken by the Clerk (or Chair, if appropriate) within 10 working days.
• Findings will be presented to a committee of three councillors for review.
• The complainant may be invited to attend the committee meeting to make a representation (attendance is optional).
• Complaints remain confidential during the investigation process.

Hearing and Decision

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.

Appeals

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.

Confidentiality and Data Protection

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.

Accessing the Policy

• Complaints Policy & Procedure (PDF)

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