Complaints Procedure

Complaints Procedure

Please refer to the following information if you would like to raise a complaint regarding council services.

1.0 Complaints not dealt with under this procedure

  • 1.1 Complaints about individual members of staff will be treated as employment matters and will be dealt with accordingly.  A complainant should be advised that appropriate action will be taken and they should be informed of the outcome of any investigation.
  • 1.2 Complaints about a Councillor are dealt with by the East Riding of Yorkshire Council’s Standards Committee, who can be contacted as follows:-
    • The Monitoring Officer
    • Head of Legal and Democratic Services
    • East Riding of Yorkshire Council
    • County Hall
    • Cross Street
    • Beverley
    • East Riding of Yorkshire
    • HU17 9BA
    • Email: standards@eastriding.gov.uk

2.0 Complaints under this procedure

  • 2.1 This procedure deals with complaints against the administration of the Council, its procedures and services.
  • 2.2 The Council views this complaints procedure as an effective way of dealing with any complaints received in an open and transparent way, thereby enhancing the reputation of the Council.
  • 2.3 This procedure will be used where informal measures such as explanations by the Town Clerk or appropriate Heads of Service have proved to be unsatisfactory to the complainant.
  • 2.4 The next stage in the procedure is a complaint to the Mayor, who will respond in writing.  Should the complainant still be unsatisfied the procedure at 3.0 will be adopted.

3.0 Procedure to be adopted

  • 3.1 All parties will be treated fairly and the process will be reasonable, accessible and transparent.
  • 3.2 Prior to a Meeting
    • The complaint must be in writing to either the Town Clerk or the Mayor.
    • The Town Clerk will acknowledge receipt of the complaint and advise the complainant when the matter will be considered by the Council’s Complaints Committee, which will consist of any three Members not previously involved in the complaint.
    • The complainant will be invited to attend the meeting and be accompanied by a representative if he or she so wishes.
    • The complainant will provide the Council with a copy of any documentation or other evidence to which he may wish to refer at the meeting within no less than 7 working days of the meeting i.e excluding weekend Bank Holidays, the day of receipt and the day of the meeting.
    • Similarly, the Council will provide the complainant with a copy of any documentation on which it will rely within the same timescales.
  • 3.3 At the Meeting
    • The Committee will resolve whether or not to exclude the public or press from the meeting in accordance with the Council’s Standing Orders and taking into account the matters to be discussed.
    • The Chairman will make introductions and explain procedures.
    • The complainant or his representative will be invited to present his case and the grounds for complaint.
    • Members will be invited to ask any questions of the complainant.
    • The Town Clerk or appropriate Head of Service will explain the Council’s position with regard to the complaint, including any policies adopted by the Council relevant to the complaint.
    • Members will be invited to ask the Town Clerk or Head of Service any questions relevant to the complaint.
    • The Town Clerk or Head of Service followed by the complainant will be invited to summarise their case.
    • Officers and the complainant will be asked to leave the room whilst Members decide whether the complaint should be upheld and any remedy if appropriate.  Should any point require further clarification, both parties will be invited back.
    • Officers and the complainant will be advised of the decision or when a decision will be made.
    • The decision of the Complaint Committee will be final.
  • 3.4 After the Meeting
    • The decision will be confirmed in writing within seven working days, together with details of any action to be taken.
    • All decisions will be reported to the Council’s Policy and Resources Committee at the earliest opportunity, where Members will determine whether or nor there needs to be any changes to the Council’s policies or procedures as a result of the outcome of the complaint.

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