Complaints Policy and Procedure
Reviewed July 2026 – Next Review July 2028
1. Introduction
Leven Parish Council aims to learn from any complaints it receives and, where they are found to be justified, to ensure that appropriate measures are taken to improve services.
The Council will:
- ensure that anyone who wishes to make a complaint knows how to do so
- respond to complaints efficiently and within a reasonable time
- ensure complainants feel their concerns have been taken seriously and, where possible, that reasonable measures have been taken to improve services
All complaints will be handled in confidence. The identity of the complainant will not be disclosed except where the complainant requests it or where disclosure is required by law (e.g. safeguarding, criminal investigation, statutory audit).
The Council will make reasonable adjustments for complainants who require support to make or pursue a complaint, in line with the Equality Act 2010.
2. What the Parish Council Will Investigate
The Council will investigate complaints relating to:
- failure to provide a service or meet expected standards
- neglect or delay in responding to contact
- failure to follow Council policies or procedures
- discourteous or dishonest conduct by a member of staff
- harassment, bias or discrimination
- concerns relating to the administration of council business, decisions made under delegated authority, or the performance of contractors acting on behalf of the Council
3. What the Complaints Procedure Does Not Cover
This procedure does not cover:
- Complaints about Parish Councillors, which must be referred to the Monitoring Officer at East Riding of Yorkshire Council (standards@eastriding.gov.uk)
- Disagreement with a Council decision or policy, where alternative representation processes exist
- Freedom of Information requests, which follow statutory procedures
- Data protection concerns, which should be raised with the Clerk as Data Protection Officer; unresolved matters may be escalated to the Information Commissioner’s Office (ICO)
- Complaints about services delivered by other authorities, which will be signposted appropriately
4. Making a Complaint
A formal complaint must be submitted in writing to the Clerk. If the complaint concerns the Clerk, it should be addressed to the Chairman of the Parish Council.
Complaints may be submitted by letter, email, or in an accessible format where required.
Anonymous complaints will not normally be considered unless they raise safeguarding, criminal, or serious public‑interest concerns.
5. Complaint Handling Process
Acknowledgement
Within three working days of receiving a complaint, the Clerk or Chairman will:
- acknowledge receipt
- provide a copy of this policy
- confirm whether the complainant wishes the matter to be treated confidentially
Initial Consideration
The complaint will be considered at the next meeting of the Parish Council. If more than 21 days will pass before the next scheduled meeting, an extraordinary meeting will be convened.
The Council may exclude the public and press to ensure confidentiality, depending on the complainant’s wishes.
Committee Delegation
At the meeting, the Council may appoint a Complaints Committee of three members with delegated authority to continue handling the complaint and bring it to a conclusion. An independent person may be appointed if the Council considers it appropriate.
Outcome
After the meeting, the Clerk or Chairman will write to the complainant explaining the outcome and how to take matters further if required.
If the complainant wishes to pursue the matter, they must notify the Council in writing with reasons. A meeting of the Complaints Committee will then be convened.
The Council aims to conclude the full complaints process within 12 weeks where reasonably practicable.
6. Committee Stage
- Committee members will receive a summons with at least three clear days’ notice
- A public notice will be displayed on the Council website
- The complainant will be invited to attend and may be accompanied by a supporter, advocate or interpreter
At the meeting:
- the Chair will explain the procedure
- the complainant may present new information or evidence
- committee members may ask questions
- both parties will summarise their positions
The complainant will then leave the meeting while the committee considers its findings.
A written outcome will be provided within five working days. There is no further right of appeal within the Council.
Minutes of the meeting will be kept and made available to all parties, subject to lawful redaction of personal data.
7. Anonymous Complaints
The Council will not normally act on anonymous complaints. Potentially criminal matters will be referred to the Police.
Anonymous information raising safeguarding or serious misconduct concerns may be passed to the appropriate authority.
Abusive calls will be terminated.
8. Vexatious or Unreasonable Complainants
The Council is committed to open government and fair access to services. However, a small number of individuals may pursue complaints or correspondence in a way that is unreasonable, persistent or abusive.
A complainant may be considered vexatious or habitual if they:
- persist in pursuing a complaint after the procedure has been fully exhausted
- continually change the substance of a complaint or raise new issues
- refuse to identify the specific issues to be investigated
- focus disproportionately on trivial matters
- make excessive contact, placing unreasonable demands on staff or councillors
- use abusive, aggressive, discriminatory or threatening language
- harass or intimidate staff or councillors
Possible Actions
The Clerk, in consultation with the Chair, may:
- notify the complainant in writing that their behaviour is considered vexatious
- advise that no further correspondence will be entered into on the matter
- restrict or suspend contact
- seek legal advice
- invite the complainant to a meeting if resolution appears possible
- refer the complainant to the Local Government Ombudsman
If a complainant threatens or uses physical violence, all personal contact will cease immediately, and the matter may be reported to the Police.
Vexatious status will be reviewed periodically and may be lifted if behaviour improves.
9. Legal References
- Health and Safety at Work Act 1974
- Freedom of Information Act 2000 (Section 14 – vexatious requests)
- Protection from Harassment Act 1997
- Equality Act 2010
- Data Protection Act 2018 and UK GDPR