Ditton Parish Council
Information Leaflet
Complaints
How
to make a complaint
If you wish to make a complaint and do not know who you should complain
to, then contact the parish office. You can do this in a number of ways,
either by visiting the parish office which is open weekdays from 9.00am
to 4.00pm, by telephone, letter, fax or email, where one of the administrative
staff will be pleased to assist you. If they cannot directly help you
they will endeavour to refer you to the someone that can.
Complaints of a serious matter should be made in writing to the Clerk,
or in the case of a complaint against the Clerk to the Chairman. Complaints
regarding staff or councillors MUST be made in writing.
Telephone: 01732 844749
Facsimile:
01732 845572
Email: clerk@dittonparishcouncil.gov.uk
Write to: Parish Office, Ditton Community Centre, Kilnbarn
Road, Ditton, Aylesford, Kent
ME20 6AH
How the Parish Council will deal with complaints
When a complaint is received it will be logged, acknowledged and passed
to the Clerk of the Council.
The Clerk, or in her absence her deputy, will determine the seriousness
and urgency of the complaint and the action to be taken. This may be any
of the following:-
- Pass to relevant committee clerk for investigation
- Place on appropriate Agenda for Council decision
- Pass to relevant authority if not within the Parish Council’s remit & advise the complainant accordingly
Wherever possible, complaints will be dealt with by officers no later than the next working day after receipt, unless they require a Council decision. The officer will try to deal fairly and in confidence and do their best to:
- sort out problems
- try to ensure they do not recur
- improve on services
If the complaint is justified the officer will:
- give a written apology
- take corrective action
If a complaint requires
a Council decision, the Clerk will advise the complainant and place the
matter before the Council at the earliest opportunity. The Clerk will
then carry out the action required in accordance with the decision of
the Council.
If a complaint is made against a Member of staff, this will be thoroughly
investigated and, if appropriate, dealt with in accordance with the Council’s
disciplinary procedure.
If a complaint is made against the Clerk, this will be passed to the Chairman
of the Council to investigate and, if appropriate, dealt with in accordance
with the disciplinary procedure.
In all instances the complainant will receive an acknowledgement within
2 working days and will also be advised of the outcome of their complaint.
If the complainant is still unhappy at the conclusion and outcome of the
investigations, they may request a meeting with Members of the Council
to discuss the matter further.
Web site by Clive Stanley Associates 01474 822676
© Ditton Parish Council 2005.