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Complaints Procedure

The satisfactory resolution of a complaint is very important to the Joint Committee. Whilst we make every effort to ensure that mistakes do not occur there are occasions when things go wrong. The following is the procedure that should be followed in such circumstances.

  1. The complaint should be brought to the attention of the Manager and Registrar as soon as possible. He will then investigate the matter and respond within 5 working days of the complaint being made.
  2. If the first stage does not resolve the issue the complainant should put their complaint in writing and a formal response will be made by the Manager and Registrar outlining the details behind any decision made. A response will be made within 10 working days of receipt of the formal written complaint.
  3. If the procedures in step 2 do not resolve the issue the complainant should next write to the Clerk to the Joint Committee and he will draw the matter to the attention of the Chairman. The Chairman in conjunction with the Clerk will investigate the complaint and confirm the outcome of these investigations within 10 working days of receipt of the letter.
  4. If stage 3 fails to resolve the matter, the complainant may request that the matter be taken before the whole Joint Committee. There will be no time limit on this, but the matter will be considered at the earliest opportunity.
  5. Finally, the matter may be referred to the Local Government Ombudsman.

The Manager and Registrar will be able to supply all addresses and or telephone numbers for each of the above stages.

Abusive complaints

Verbal and physical aggression will not be tolerated towards staff. All parties are entitled to courtesy and respect. If such circumstances occur the Manager and Registrar may restrict the complainant to written communication only.

Anonymous complaints will be ignored unless circumstances are apparent that fear of identification are genuine.