Complaints Procedure

This Policy sets out procedures for dealing with any complaints that anyone may have

about the Gorsley & Kilcot Parish Council’s administration and procedures. It applies to the Gorsley & Kilcot Parish Council’s employees. Councillors are covered by Code of Conduct. Complaints against policy decisions made by the Council shall be referred back to Council [but note paragraph 7 of the Council’s Standing Orders which says that issues shall not be re-opened for six months except under special circumstances].

The Parish Council invites parishioners to discuss issues and comments with individual Parish Councillors. The Parish Councillor may resolve the problem at that point.

If it is not possible to satisfy the complainant at the time, then the Councillor should invite

the complainant to contact the Clerk by phone or attend the next Parish Council meeting, where they will have the opportunity to make a statement at the beginning of the meeting.

lf the matter is brought to the Parish Council meeting and is not on the agenda, the Parish

Council can make no decision and the statement would not be recorded in the minutes.

All comments re procedural matters will only be accepted in writing to the Clerk.

If the matter becomes an oral complaint to the Clerk:

            a) Response to complainant within a week

            b) If issue resolved, no further action required

            c) If issue not resolve to the satisfaction of the person complaining, then complaint in

            writing requested.

Written complaint:

            a) All complaints to be directed to the Clerk. (If complaint is about the Clerk, then the

            complaint should be directed to the Chair)

            b) Clerk to inform the Chair and at least one other Parish Councillor of all relevant

            facts. If Chair unavailable, then matter is referred to Vice Chair.

            c) Acknowledgement letter sent to complainant within five days stating when the next

            Parish Council meeting is to be held.

            d) The Chair (or Vice Chair in the Chair's absence) may decide to call an

            extra-ordinary meeting should the matter warrant it.

            e) Matter placed on the next ordinary meeting agenda otherwise.

            f) Written response sent within a week of Parish Council meeting.

The Parish Council will not accept anonymous complaints.

If the matter is concerning a Parish Councillor breaching the Code of Conduct, the

Complainant will be asked to make the complaint to Forest of Dean District Council, with a copy to the Clerk and Parish Councillor concerned as per Standing Order 14.

This document will be reviewed regularly.