WIGTON TOWN COUNCIL
Complaints Procedure
1. Introduction
Wigton Town Council is committed to providing a high standard of service to the community. We value feedback, including complaints which help improve our services, procedures, and decision-making. This procedure outlines how complaints against the council are managed.
This procedure is for complaints about the administration of the council or the standard of service it provides. It does not apply to:
Complaints against individual councillors. These complaints are covered by the Code of Conduct and can only be dealt with by the Monitoring Officer at the Cumberland Council.
Matters that are subject to legal proceedings or covered by insurance.
Complaints by one council employee against another employee or a complaint made against an employee by the council. In this situation the grievance and disciplinary policy will be referred to.
What the complaints procedure will deal with:
The complaints procedure will deal with matters of maladministration, which is if the council does something the wrong way, does not do something it should do or does something it should not do. Examples include:
• Neglect or unjustified delay in conducting an activity
• Malice, bias, or unfair discrimination
• Failure to provide advice or information when reasonably requested
• Providing misleading or inaccurate advice
• Inefficiency, ineffectiveness, bad or unprofessional practice or conduct
Raising Concerns and Council Decisions
The most effective time to influence council decisions is before the matter is discussed and voted on. If you have concerns about an item on an upcoming agenda, you are encouraged to:
Write to the Council in advance of the meeting outlining your views or concerns, or Attend the meeting and raise your issue during the public participation section, where members of the public can speak on matters included on the agenda.
If you are unhappy with a decision that has already been made by the Council, you are welcome to express your concerns. However, under the Council’s Standing Orders, once a decision has been made, it cannot normally be reconsidered for six months.
2. Making a Complaint
Informal Resolution
In the first instance, we encourage complainants to raise their concerns informally with the Clerk, who will seek to resolve the matter quickly and effectively.
Contact:
Clerk to Wigton Town Council
Emma Ireton
Email: clerk@wigtontowncouncil.org.uk
Phone: 016973 44106
Address: Wigton Town Council, Market Hall, Church Street, Wigton, CA7 9AA
If the matter cannot be resolved informally, the formal complaints procedure below should be followed.
3. Formal Complaints Procedure
Submitting a Complaint
Formal complaints should be submitted using the attached form.
The complainant’s name and contact details.
Details of the complaint (including relevant dates and circumstances)
Any steps already taken to resolve the matter.
Complaints should be addressed to the Clerk or, if the complaint is about the Clerk, to the Chair of the Council.
Acknowledgement
The Council will acknowledge receipt of the complaint within 5 working days.
Investigation
The Clerk (or Chair, if appropriate) will investigate the complaint. This may involve reviewing records, speaking to relevant parties, and seeking clarification. The complainant may be invited to a meeting to explain the issue in more detail.
The investigation will be conducted confidentially and in a timely manner, usually within 20 working days.
Response
Following the investigation, the Council will respond in writing with:
A summary of the investigation.
The Council’s findings.
Any action to be taken or proposed resolution.
If the complaint is upheld, the Council will take appropriate steps to rectify the matter and improve its processes.
Appeal
If the complainant is not satisfied with the outcome, they may request a review of the decision. The review and appeal will be managed by two councillors from the Staffing, Policy and Development Committee and councillors will be different from those previously involved.
Councillors will review the complaint and investigation process and provide a final decision within 20 working days of the appeal being received.