Complaints Handling Policy

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Accessible version of document​


Adopted October 2015
Reviewed January 2022






Complaints about an employee of the Parish Council should be dealt with as an employment matter.  The complainant can be assured that the matter will be dealt with internally as such and that appropriate action will be taken as required.


Complaints about a councillor are subject to the jurisdiction of the Standards Board.  Complainants should be advised to contact the appropriate body directly or the Monitoring Officer at North Northamptonshire Council for further information.


This code of practice is aimed at those situations where a complaint has been made about the administration of the Parish Council or about its procedures.  It is not an appropriate forum for a complaint against an employee or individual members of the Parish Council as they should be dealt with through the procedures listed above.


At all times the rules of natural justice will apply.  In other words, all parties should be treated fairly and the process should be reasonable, accessible and transparent.




Before the Meeting

The complainant should be asked to put the complaint about the council’s procedures or administration in writing to the Clerk or other nominated proper officer.

If the complainant does not wish to put the complaint to the Clerk or other proper officer, they may be advised to put it to the Chairman.

The Clerk shall acknowledge receipt of the complaint and advise the complainant when the matter will be considered by the council or by the committee established for the purposes of hearing complaints.


The complainant shall be invited to attend the relevant meeting and bring with them such representatives as they wish.

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.  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.

The Chairman will introduce everyone.

The Chairman will explain the procedure.

The complainants [or representatives] shall outline the grounds for complaint.

Members of the council may ask any questions of the complainant.

If relevant, the Clerk or other proper officer shall explain the council’s position.