Definitions
A Member Council: is a local council which subscribes to SALC for the relevant year.
SALC: Suffolk Association of Local Councils
Introduction
SALC aims to provide a courteous, prompt and efficient service to member councils. If you are not satisfied with any of the services provided to you, you have the right to complain.
Not all queries or concerns raised are complaints and we are keen to ensure that any problems are dealt with effectively in order that they do not develop into complaints.
This procedure will be adopted for dealing with complaints about the administration or its procedures, it does not specifically focus upon complaints about a SALC employee that are appropriate to be dealt with as an employment matter and in accordance with the Disciplinary Procedure.
(Complaints that an employee may have about a colleague, or a Senior Officer must be conducted in accordance with the Grievance Procedure).
What you can expect from SALC
SALC will:
-
Listen and record the complaint and ensure that it is investigated promptly
-
Resolve the problem straight away, where possible
-
Acknowledge receipt of the complaint within seven working days
-
Advise the complainant if there is likely to be a significant delay while the matter is investigated and provide some indicative timescales
Receipt of the Complaint
It is preferable for the complainant to put their complaint in writing, by either a letter or email, to provide substantial detail regarding the nature of the complaint. The Chair of the member council should write or email as follows:
Chief Executive Officer, Suffolk Association of Local Councils, Unit 1 & 2, Hill View Business Park, Claydon, Suffolk, IP6 0AJ Email: ceo@suffolk-alc.gov.uk
Acknowledgement of receipt of the complaint will be provided within seven working days.
If the complainant prefers not to address the complaint to the CEO, as the matter relates to the CEO, for example, the complainant should address it to the Chair of the SALC Board, Councillor Andrew Lewis. Please contact admin@suffolk-alc.gov.uk to obtain the address and email details for the Chair of the SALC Board.
What Happens Next
We may contact the member council to discuss matters further or to gain clarity and further information about the complaint.
If necessary, SALC may ask the member council to provide evidence that a resolution has been made by the council to make a formal complaint.
SALC aims to respond to the complaint within 21 working days, if this is not possible, you will be advised of actions taken to date and an anticipated completion date. This may be necessary as staff may be on leave and/or information may need to be obtained from other parties who provide services for SALC.
If, having received a response, the member council states that they remain dissatisfied with the handling of the complaint the matter will be passed to the Chair of the SALC Board.
The Chair of the SALC Board will aim to contact the member council within 21 working days of receipt of the complaint, confirming the final position on the complaint together with details of any action to be taken. There is no further right to appeal.
The Chair of the Board may defer dealing with a complaint if it is considered that further advice is necessary. The advice will be obtained and considered, and the complaint will then be dealt with at the earliest available opportunity.
The possibility of there being an unreasonably persistent and or vexatious complaint will be brought to the attention of the Chair of the SALC Board to ensure that the complaint has been dealt with according to this complaint policy.
Review
This policy will be reviewed regularly, not less then annually, and amended as necessary.
Alternate Formats
Alternate formats of this policy document will be provided in accordance with the requirements of the Equality Act 2010.