Complaints

Warfield Parish Council aims to deliver high quality services where the customer is at the heart of everything it does. The council welcomes all customer feedback and aim to deal with customers’ concerns in a fair and consistent way. We learn from best practice, your experiences, and our mistakes to improve in the future.

Please see the councils Complaints Policy

 You have the right to:

  • Complain
  • Be listened to
  • Have your complaint investigated and resolved as quickly as possible
  • Have your concerns taken seriously

The council aim to:

  • Be accessible and uncomplicated
  • Promote customer satisfaction
  • Identify areas where services can be improved
  • Learn from good practice
  • Learn from mistakes
  • Implement improvements in processes and procedures

Complaints will be investigated objectively, fairly, and thoroughly. The aim will be to resolve the complaint. Mechanisms will be in place to ensure that lessons are learnt, and improvements implemented.

The council also promotes the right of customers to comment on a policy or council decision which may affect them and express a compliment if things have gone well for them. These should be forwarded to the Parish Clerk.

Definition of a complaint

A complaint is an expression of dissatisfaction or disquiet with the quality of a service or with a failure to provide a previously agreed service, or with the attitude or behaviour of a member of staff or councillor

The council’s complaints procedure will not be used in respect of the following types of complaint:

  • Financial irregularity
  • Criminal activity
  • Member conduct
  • Employee conduct

Please refer to our policy as to how these types of complaints are handled.

Time limit

The council’s aim is to put things right if they go wrong as quickly as possible, so it is important to recognise there is a six-month time limit (from the date of the incident giving cause for the complaint) for making a complaint. However, the time limit may be extended if it is still possible to consider the complaint effectively and efficiently or if there are other circumstances which may enable resolution of the complaint.

How to make a complaint

A customer can make a complaint, compliment, or comment either in person or by:

  • By post to the Parish Clerk at the Parish Council office
  • By e-mail to clerk@warfieldparishcouncil.gov.uk
  • By telephone - 01344 457777
  • In person at the Parish Office, 7 County Lane, Warfield, RG42 3JP (please check our opening hours before attending)

The preferred method of receiving complaints is in writing by post or e-mail.

The complaints process is made up of three stages.

Stage 1

Many complaints can be dealt with quickly and satisfactorily at stage 1. In the first instance, please contact the Parish Clerk, tell them your complaint and in most cases the complaint can be dealt with to the satisfaction of all parties.

Stage 2

If you are not happy with the outcome or response at stage 1, you can request a review by the Parish Clerk and the appropriate chair of the relevant supervisory committee or (depending on the nature of the complaint) the Chairman of the council. There will be a thorough review and where necessary further investigation of your case following the deadlines in the guidance and timescale outlined above.

Stage 3

If you are still not satisfied with the response from the outcome at stage 2, you should contact The Parish Clerk who will arrange for the complaint to be dealt with by a panel of three members drawn from the council. Any member involved at stage 2 may not participate as a panel member.

The Complainant will be invited to attend a meeting and to submit copies (at least 7 clear working days in advance) of any correspondence or details that they wish the panel to be informed of. The Council will provide the Complainant with copies of any documentation which it wishes to rely on at the meeting (at least 7 clear working days in advance of the meeting).

The Complainant may be accompanied by or represented by one other person at the meeting if they wish.

The panel may not be able to reach a decision at this meeting as more information may be required to make a fully informed decision. The Complainant will be advised of this, along with details of how the matter will be further considered.

The decision of the Committee will be confirmed in writing to the complainant within seven working days of the decision being reached.

Stage 3 completes the parish council’s complaints procedure.