Complaints Procedure

Our Commitment To You

The Parish Council intends to provide good local services and first class information on other services in the area. (The Parish Clerk is available Monday – Thursday 9am to 3pm, with reduced availability during school holidays.) However, if you have a concern about the standard of service, actions or lack of action by the Council or its staff, a complaints procedure has been designed to deal with your concern speedily and fairly.

How Can You Complain?

Complaints About An Individual Council Employee

In writing or in person to

  • The Parish Clerk, West Parley Parish Council, 275 Christchurch Road, West Parley, Dorset BH22 8SQ
    Tel 07477 514862
    Email enquiries@westparley-pc.gov.uk
  • Or, if your complaint is about the Clerk to the Chairman, marked ‘Confidential’ to the above address.

Such complaints will then be dealt with as an internal employment matter and any appropriate action taken.

Complaints About A Councillor

In writing to

Such complaints will be investigated by the Principal Authority.

Complaints About The Council Service, Administration Or Procedures

In writing or in person to

Such complaints will be handled under the Council’s Complaints Procedure.

Complaints Procedure

The Parish Council will:

  • Deal with your complaint in an understanding and sympathetic way
  • Acknowledge receipt of your complaint within 2 working days and let you know the name of the person dealing with your complaint
  • Respond to all complaints within 15 working days

What Happens To My Complaint?

Stage 1

The Parish Clerk will consider your complaint and hopefully it will be resolved to your satisfaction, either by immediate action or a course of action agreeable to you. If you feel that the complaint cannot be resolved to your satisfaction you can ask the Parish Clerk to refer the matter to the Council’s Complaints Sub-Committee.

Stage 2

The Council’s Complaints Sub-Committee comprises of three Parish Councillors. Your complaint will be considered and investigated by the Sub-Committee. This may involve reviewing the files, correspondence and undertaking interviews as necessary. Once satisfied that a full investigation has taken place, the Sub-Committee will write to you to inform you of the outcome of its findings and action proposed as a result. Note: The complaints sub-committee will be formed from 6 previously nominated members of the council. The six members will be approved at the Annual Council meeting.

Policy Review

This was adopted 16/11/22 and West Parley Parish Council will review this policy as is necessary and appropriate, and at a minimum of every 5 years.

Civility and Respect

Throughout the Local Council sector, there are growing concerns about the impact bullying, harassment, and intimidation are having on local (parish and town) councils, councillors, clerks and council staff and the resulting effectiveness of local councils. The National Association of Local Councils (NALC), the Society of Local Council Clerks (SLCC) and county associations have responded to this and have introduced The Civility and Respect Pledge. There is no place for bullying, harassment and intimidation within our sector. West Parley Parish Council has signed up to the Civility and Respect Pledge.

The Pledge
West Parley Parish Council agrees to treat other councillors, clerks, all employees, members of the public, and representatives of partner organisations and volunteers with civility and respect in their roles

White Ribbon Promise

At the meeting on 18th October 2023, West Parley Parish Council made the White Ribbon promise to never use, excuse or remain silent about men’s violence against women and girls.

This is a countrywide initiative and to find out more information, please take at look at the White Ribbon website.