Policy adopted by council 5 February 2025 Revision Date
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This Complaints Procedure applies to complaints about council administration and
procedures and may include complaints about how council employees have dealt with
your concerns.
This Complaints Procedure does not apply to:
1 Complaints by one council employee against another council employee
2 Complaints between a council employee and the council as employer. These
matters are dealt with under the council’s disciplinary and grievance
procedures
3 Complaints against councillors. 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
Cumberland Council
Who to complain to:
If you have a complaint against a Parish Councillor, you should write to – The
Monitoring Officer, Cumberland Council, The Copeland Centre, Catherine Street,
Whitehaven. CA28 7SJ
If you have a complaint against an employee of the Parish Council, you should write
to – The Chair of Whicham Parish Council, c/o Low Marshside, Underhill nr Millom
LA18 5HA
If you have any other complaint, you should write to – The Clerk of Whicham Parish
Council, Low Marshside, Underhill nr Millom LA18 5HA
The following procedure shall apply when efforts to deal with a complaint informally by
either the Clerk or Chair have been unsuccessful:
1. The complainant will be asked to put the complaint about the council’s procedures or
administration in writing to the clerk.
2. If the complainant does not wish to put the complaint to the clerk, he or she should be
advised to address it to the Chair of the council.
3. The clerk shall acknowledge receipt of the complaint and advise the complainant when
the matter will be considered by the council or by the committee established for the
purposes of hearing complaints. The complainant should also be advised that the
complaint will be treated as confidential.
4. The complainant shall be invited to attend a meeting and to bring with them a
representative if they wish.
5. Seven clear working days prior to the meeting, the complainant shall provide the
council with copies of any documentation or other evidence relied on. The council shall
provide the complainant with copies of any documentation upon which they wish to rely
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at the meeting and shall do so promptly, allowing the claimant the opportunity to read
the material in good time for the meeting.
6. The council shall consider whether the circumstances of the meeting warrant the
exclusion of the public and the press. Any decision on a complaint shall be announced
at the council meeting in public.
7. The Chair should introduce everyone and explain the procedure.
8. The complainant (or representative) should outline the grounds for complaint and,
thereafter, questions may be asked by (i) the clerk or other nominated officer and then
(ii), members.
9. The clerk will have an opportunity to explain the council’s position and questions may
be asked by (i) the complainant and (ii), members.
10. The clerk and then the complainant should be offered the opportunity to summarise
their position.
11. The clerk and the complainant should 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 shall be invited back.
12. The clerk and the complainant should be given the opportunity to wait for the decision
but if the decision is unlikely to be finalised on that day they should be advised when
the decision is likely to be made and when it is likely to be communicated to them.
16. The decision should be confirmed in writing within seven working days together with
details of any action to be taken.
Signed: ………………………………………… Dated: ……………………….
Chair of Whicham Parish Council