Compliments and Complaints
Thatcham Town Council is always grateful to receive compliments! Whilst it’s important to hearing when things have gone wrong it’s also valuable to receive positive comments. If you would like to provide feedback on a service you have received or an event or activity you have attended we would welcome hearing from you. Please email us at firstname.lastname@example.org and we will ensure your comments are passed to the Officer/s responsible as well as Members of the Council.
Thatcham Town Council aims to provide all service users with a good, prompt and courteous service. However, there may be times when things go wrong. Complaints are valuable as they provide an opportunity to put things right if there has been an error and to make sure the same mistake is not repeated.
It is essential that complaints are dealt with positively. The Council is keen to hear people’s comments and is committed to making full use of complaints information to contribute to continuous service improvement.
It is the Policy of the Town Council to ensure that:
- It is easy for service users to make a complaint.
- All complaints are dealt with promptly and within timescales as published below.
- Complainants are kept informed of the progress of their complaint and of any delays.
- All complaints are dealt with fairly and honestly, regardless of whoever has made a complaint. The Council will treat all members of the community equitably and will not show bias to any particular individual or group.
- The Council will only take up a complaint about an ongoing statutory or regulatory process where the complaint relates to maladministration in its operational or administrative processes.
What the complaints procedure will deal with
The complaints procedure will deal with matters of maladministration, which is if the Council does something the wrong way, fails to do something it should do or does something it should not do. Some examples include:
- Neglect or unjustified delay
- Malice, bias or unfair discrimination
- Failure to tell people their rights
- Failure to provide advice or information when reasonably requested
- Providing misleading or inaccurate advice
- Inefficiency, ineffectiveness, bad and unprofessional practice or conduct
What the complaints procedure will not deal with
The complaints procedure will not deal with:
- The first request for action or a service
- Financial Irregularity, local electors have the statutory right to object to the Council’s audit of account pursuant to s.16 of the Audit Commission Act 1998
- A request under the Freedom of Information Act or where a formal statutory process already exists
- Complaints about employment matters – the Council operates alternative procedures to deal with grievances or disciplinary matters against staff
- Complaints against Town Councillors – which should be sent to the Monitoring Officer, West Berkshire Council, Council Offices, Market Street, Newbury, RG14 5LD or emailed to email@example.com.
The Council will:
- Acknowledge all written correspondence requiring a response within two working days of receipt.
- Provide a response to all complaints within ten working days of receipt. If this is not possible because, for example, the subject requires greater attention or prolonged investigation, the complainant will be contacted to explain the reason for the delay and wherever possible, given a date when a further response can expect.
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