Complaints Procedure (April 2025)
Crowland Parish Council
The Parish Rooms, Hall Street,
Crowland, Peterborough, PE6 0DA
Tel:01733 210653
Email: enquiries@crowland-pc.uk
Dealing with Complaints
This policy only covers complaints about the council’s procedures
• The complainant should be directed to the appropriate body below if the complaint relates to –
Financial irregularity (Audit Commission or equivalent)
Criminal activity – including allegations of fraud (Police)
Member conduct - Monitoring Officer
• Complainant should be asked to put any complaint about the council’s procedures or administration in writing to the Clerk to the Council (if the complaint relates to the clerk, then the complainant can put it in writing to the Chairman*) at the above address.
• The Clerk (or Chairman) shall acknowledge receipt of the complaint as soon as possible and advise when the matter will be considered by Council or Committee and whether the matter is confidential and should be held in closed session.
• The complainant shall be invited to the meeting (of Council or Committee) and advised they bring a representative with them if they wish
• Seven days prior to the meeting the complainant should provide copies of documents or other evidence to support their case; similarly, the Council should provide copies of documents or other evidence to the complainant to support its case.
• At the meeting the Council should decide if the matter should be discussed in closed session.
• The complainant should be asked to outline grounds for complaint and answer questions asked firstly by the Clerk (principally on administrative procedure or similar grounds) and then by members.
• The Clerk shall then explain the Council’s position and questions may be asked by the complainant, their representative and members if appropriate.
• Members will then consider all the points raised and make their decision whether to uphold the complaint or not. If upheld, then the Council should consider what steps it should take to ensure procedures and processes are managed to prevent a further complaint. The complainant must be informed of the decision in writing within 7 days. This should be held “In Committee”.
* If the complaint relates to the Clerk or other officer, then the Clerk (or other officer) must be allowed to be accompanied by a union representative or similar, the process must be in closed session, care must be taken not to contradict an officer’s Contract of Employment and that the complaint is not merely vexatious or mischievous.
Adopted: 7th April 2025