Complaints Procedure
1. Introduction
Ryde Town Council is committed to providing a quality service for the benefit of the people who live
or work in its area or are visitors to the locality. If you are dissatisfied with the standard of service
you have received from this council or are unhappy about an action or lack of action by this council,
this Complaints Procedure sets out how you may complain to the council and how we shall try to
resolve your complaint.
This Complaints Procedure applies to complaints about council administration and procedures and
may include complaints about how council employees have dealt with your concerns.
2. This Complaints Procedure does not apply to:
Complaints between Employees and Employer
2.1.
Complaints by one council employee against another council employee, or between a
council employee and the council as employer. These matters are dealt with under the council’s
disciplinary and grievance procedures.
Complaints against Councillors
2.2.
Complaints against councillors are covered by the Code of Conduct for Members and, if a
complaint against a councillor is received by the council, it will be referred to the Standards
Committee of Isle of Wight Council. Further information on the process of dealing with complaints
against councillors may be obtained from the Monitoring Officer of Isle of Wight Council.
Complaints regarding Decisions
2.3.
The appropriate time for influencing Council decision-making is by raising your concerns
before the Council debates and votes on a matter. You may do this by writing to the Council in
advance of the meeting at which the item is to be discussed, or in the case of delegated decisions
to the relevant Officer. There may also be the opportunity to raise your concerns in the public
participation section of Council meetings. If you are unhappy with a Council decision, you may raise
your concerns with the Council, but Standing Orders prevent the Council from re-opening issues for
six months from the date of the decision, unless there are exceptional grounds to consider this
necessary and the special process set out in the Standing Orders is followed.
3. Making a Complaint
3.1
You may make your complaint about the council’s procedures or administration to the Clerk.
You may do this in person, by phone, or by writing to or emailing the Clerk. The addresses and
numbers are set out below.
3.2
Wherever possible, the Clerk will try to resolve your complaint immediately. If this is not
possible, the Clerk will normally try to acknowledge your complaint within five working days.
3.3
Unlike for District or County Councils, there is currently no external agency or government
body which can investigate a complaint if you are not satisfied with the initial consideration of your
complaint. However, if you are not satisfied with action taken by the Town Clerk, you should writeto
the Town Mayor at our address.
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3.4
If you do not wish to report your complaint to the Clerk, you may make your complaint
directly to the Mayor who will try to resolve your complaint and, if necessary, report your complaint
to the Personnel Panel.
3.5
The Clerk or the Personnel Panel (as appropriate) will investigate each complaint, obtaining
further information as necessary from you and/or from staff or members of the Council.
3.6
The Clerk or the Chairman of the Council will notify you within 20 working days of the
outcome of your complaint and of what action (if any) the Council proposes to take as a result of
your complaint. (In exceptional cases the twenty working days timescale may have to be
extended. If it is, you will be kept informed.)
3.7
If you are dissatisfied with the response to your complaint, you may ask for your complaint
to be referred to the Personnel Panel or to the full Council (as appropriate) and (usually within
eight weeks) you will be notified in writing of the outcome of the review of your original complaint.
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