2.-Readopted-9-5-2023-Complaints-Policy

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CHARD TOWN COUNCIL
COMPLAINTS PROCEDURE (Readopted 9th May 2023)
1. Chard Town 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.
2. 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 is also the opportunity to raise your concerns in the public
participation section of Council meetings.
3. This Complaints Procedure applies to complaints about council administration
and procedures and may include complaints about how the council has dealt with
your concerns.
4. This Complaints Procedure does not apply to:
4.1. complaints by one council employee against another council employee, or
between the council as employer and a council employee. These matters are
dealt with under the council’s disciplinary and grievance procedures. If your
complaint relates to an individual employee, you may be assured that it will
be taken seriously and dealt with appropriately.
4.2. complaints against councillors. Complaints against councillors are covered
by the Code of Conduct for Members adopted by the Town Council. If a
complaint against a councillor is received by the Town Council, it will be
referred to the Standards Committee of South Somerset District Council.
Further information on the process of dealing with complaints against
councillors may be obtained from the Monitoring Officer of South Somerset
District Council.
5. You may make your complaint about the council’s procedures or administration to
the Town Clerk (or in the Clerk’s absence the Deputy Town Clerk). You may do
this in person, by phone, or by writing to or emailing the Town Clerk. The
addresses and numbers are set out below.
6. The Town Clerk (or Deputy Town Clerk) will normally try to acknowledge your
complaint within five working days. Wherever possible, the Town Clerk (or
Deputy Town Clerk) will try to resolve your complaint within a further 10 working
days.
7. If you do not wish the Town Clerk (or in the Clerk’s absence the Deputy Town
Clerk) to deal with your complaint, you may make your complaint directly to the

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Mayor who will arrange for your complaint to be investigated by another senior
officer or, if it is appropriate, will appoint an independent investigating officer.
8. The Town Clerk, Deputy Town Clerk or investigating officer (as appropriate) will
investigate each complaint, contacting you to obtain further information as
necessary as well as obtaining information from employees or members of the
Council.
9. The investigating officer will normally notify you within 20 working 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 twenty working days
timescale may have to be extended. If it is, you will be kept fully informed of the
reasons for the delay.
10. If you remain dissatisfied with the response to your complaint, you may ask for
your complaint to be referred to the Mayor for review. When reviewing the
complaint, the Mayor can either respond directly to you with the outcome of the
review or convene a Complaints Panel before making a decision.
11. If the Mayor decides to convene a Complaints Panel you will be invited to attend
and explain your complaint. The investigating officer will respond and explain the
reasons for reaching the decision taken. At the Mayor’s discretion, you and the
investigating officer may ask questions of each other. At the end, you will have
the final word and both parties will be asked to withdraw while the Panel make a
decision.
12. A decision will be made by the Complaints Panel and the outcome of the review
and of what action (if any) the Council proposes to take as a result of your
complaint will be notified to you by the Mayor, either at the conclusion of the
Panel meeting or within 7 working days.
In the first instance, all complaints should be directed to the Town Clerk who is the
Council’s proper officer at the address below.
Chard Town Council
The Guildhall
Fore Street
Chard
Somerset
TA20 1PP
Tel: 01460 239567