Complaints Procedure

BRANDON & BYSHOTTLES PARISH COUNCIL

COMPLAINTS PROCEDURE

This procedure covers complaints about the administration or procedures of the Council.

Complaints about individuals are a separate matter, complaints about an employee would be dealt with as an employment issue and complaints about a Councillor should be made to the Monitoring Officer at Durham County Council by completing the online form on Durham County Council’s website. Complaints against policy decisions made by the Council shall be referred back to Council.

Brandon & Byshottles Parish Council takes the views of local people seriously and needs to be aware when there is dissatisfaction with the services which the Council delivers. The outcome of a complaint will assist the Council in reviewing and where necessary change the way services are delivered.

Complaints shall be dealt with by the Appeals Committee, which shall be made up of 5 Members of the Council and convened as and when necessary. The Appeals Committee shall report its conclusions to the next Parish Council meeting following any hearing.

Making a Complaint

1. Complaints about the Council’s procedures or administration should be in writing to the Clerk.
2. Within three working days of receipt of a complaint, the Clerk shall acknowledge receipt of the complaint in writing to the complainant and seek to resolve the matter directly where possible.
3. The Clerk or other officer shall report to the next meeting of the Council any written complaint disposed of by direct action with the complainant.
4. Where a complaint cannot be settled directly, within seven working days of receipt of a complaint, a date shall be set for a appeal committee meeting and the complainant advised in writing of this date.
5. The complainant shall be invited to attend the relevant meeting and bring with them such representative as they wish.
6. Not less than seven clear working days prior to the meeting, the complainant shall provide the Council with copies of any documentation or other evidence, which they wish to refer to at the meeting.
7. The Council shall similarly provide the complainant with copies of any documentation upon which they wish to rely at the meeting.

At the Meeting

The Council shall consider whether the circumstances of the meeting warrant the exclusion of the public and the press. Any decision on a complaint shall be announced at the Council meeting in public.

8. The Chairman of the meeting shall introduce everyone.
9. The Chairman of the meeting shall explain the procedure.
10. The complainant or their representative shall outline the grounds for complaint.
11. The members of the committee may ask any question of the complainant.
12. If relevant, the Clerk or other officer shall explain the Council’s position.
13. Members may ask any question of the Clerk or other officer.
14. The Clerk, or other officer, and the complainant shall be offered the opportunity of last word (in this order).
15. The Clerk, or other officer and complainant shall be asked to leave the room before Members decide whether the grounds for the complaint have been made. (If a point of clarification is necessary, both parties shall be invited back).
16. The Clerk, or other officer, and the complainant shall return to hear the decision, or to be advised when the decision shall be made.

The decision shall be confirmed in writing within seven working days together with details of any action to be taken.

APPROVED: 4^th June 2026

MIN: 34