Complaints from a Service User or Member of the Public

The Council wishes to set out its procedures and standard of service relating to complaints received (via various formats) from service users or members of the public.

The council views the adoption of this complaints procedure as an efficient way of dealing with complaints received and a means of preserving the good reputation of the council through a transparent process.

We will:-

If not the responsibility of the Town Council;

• Re-direct the enquiry/complaint to the relevant authority / body / contact.

If the responsibility of the Town Council;

• Within 5 working days' acknowledge and inform course of action and provide an estimated timescale for further action.
• Within 7 working days of consideration and decision by Portfolio or Council; Provide update, decision and further action if required.
• Final Resolve / Conclusion; Inform when the matter is finally concluded and archived from our current records.