Complaints Procedure

Complaints Procedure

Gillingham Town Council has adopted a formal procedure for considering complaints, either received directly from members of the public or which have been referred back to the council from other bodies, under the following three headings:-

1)  Complaint about an employee of the town council.

2)  Complaint about a member of the town council.

3)  Complaint received about the administration of the town councils affairs, or about its procedures.

The Council will need to set up a Complaints Committee to deal with any matter that cannot be dealt with in a less formal way, in discussion with, either the Town Clerk, or, the Chairman of the Town Council. 

The following Code of Practice has to be followed:-

Before the Meeting of the Committee

  1.  The complainant should be asked to put the complaint in writing to the Town Clerk.
  2. The Town Clerk shall acknowledge the receipt of the complaint and inform the complainant when the matter is due to be considered.
  3. The complainant shall be invited to attend the relevant meeting and bring a representative if they wish.
  4. Seven clear days prior to the meeting, the complainant shall provide the council with copies of any documentation or other evidence, which they may wish to refer to at the meeting.  The Town Council shall similarly provide the complainant with copies of any documentation upon which they wish to rely at the meeting.

At the Meeting

  1. The Town Council will consider whether the circumstances of the meeting warrant the exclusion of Press and Public.  Any decision on a complaint will be announced at the council meeting in public.
  2. The Chairman to introduce everyone.
  3. The Chairman to explain procedure.
  4. Complainant (or representative) to outline grounds for the complaint.
  5. Members to ask any questions of the complainant.
  6. If relevant, the Clerk to explain the Town Council’s position.
  7. Members to ask any questions of the Clerk.
  8. The Clerk and complainant to be offered opportunity of last word (in this order).
  9. The Clerk and complainant to be asked to leave the room while members decide whether or not the grounds for the complaint have been made.  (If a point of clarification is necessary, both parties to be invited back).
  10. The Clerk and complainant are asked to return to hear the decision, or to be advised when a decision will be made.

After the Meeting

The decision of the Committee must be confirmed in writing within seven working days together with details of any action to be taken.

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