The Town Council wants to know what you think.

Please let us know if you:

• Have a suggestion as to how we can improve things
• Want to let us know about a positive experience you have had
• Wish to make a complaint

You can give your feedback or make a complaint by:

• Writing to: Richmond House, Richmond Park, Morton Terrace, Gainsborough DN21 2RJ
• Calling: 01427 811573
• Emailing: townclerk@gainsborough-tc.gov.uk

You can find a copy of our complaints policy below.

18-Complaints-Policy-and-Procedure-250826

1. Introduction

1.1 Gainsborough Town Council is committed to providing a quality service for the benefit of the people who live or work in the parish or are visitors to the area.

1.2 This complaints procedure is designed to deal with complaints made about the Council’s action or perceived lack of action, or about the standard of a service, whether the action was taken or the service provided by the Council itself acting as a body corporate, or by a person or body acting on behalf of the Council.

1.3 The procedure may also be used to deal with any statutory complaint or appeal process required by law such as the Freedom of Information Act 2000, Data Protection Act 2018 or other legislation.

1.4 Wherever possible, the Town Clerk will try to resolve the complaint. If this is not possible, it will be processed by the Council at a properly convened meeting of either the full Council or of a Committee tasked with investigating the matter.

2. Types of complaints and procedures for their resolution

2.1 Where a complaint is made about a member of the Council the complainant will be given the contact details of the Monitoring Officer for West Lindsey District Council from whom advice over the procedure to be followed would be given.

2.2 Where the complaint is about an employee of the Council, the matter will be dealt with under the Council’s Disciplinary Procedure and the complainant advised accordingly.

2.3 Where a complaint is made about Council administration and procedures, the Council will itself deal with the complaint or relevant committee. The committee will have full power to deal with the complaint but will report its findings at the next meeting of the Council.

2.4 The Council, prior to deciding whether it is to deal with the complaint or refer it to a committee, will determine the role of the Town Clerk, i.e. is the Town Clerk to represent the position of the Council or advise the Council or the committee, it being understood that they cannot do both. Should the Town Clerk represent the position of the Council and it is decided that advice might be needed, then the Town Mayor, on behalf of the Council, will contact Lincolnshire Local Councils Associations.

2.5 Where a complaint is made about a Council contractor or, if relevant, the people in their employment or the implementation of a contract, the Town Clerk, will deal with the complaint and report the decision to the Council or, if the Town Clerk thinks the complaint needs to be dealt with by the Council, draft a report and take it to the next meeting of the Council.

3. Procedure for dealing with complaints about Council administration and procedures

3.1 Before the meeting

i. Any complaint about the Council’s procedures or administration should be made in writing to the Town Clerk to the Council. The addresses are set out below. Anonymous complaints or complaints from un-identifiable email addresses will only be considered in exceptional circumstances.

ii. If the complainant does not wish to put the complaint via the Town Clerk, it should be addressed to the Chair of the Council.

iii. The Town Clerk / Chair shall acknowledge receipt of the complaint within five (5) working days and advise when the matter will be considered by either the Council or a nominated Committee working on behalf of the Council.

iv. Please be aware that any complaint will be treated as confidential, and that the Council is obliged to comply with its duties under the Data Protection Act 2018 at all times to safeguard against the unlawful disclosure of personal data.

v. The complainant will be invited to attend the relevant meeting and be offered the opportunity to be accompanied by a representative, if required.

vi. Seven (7) clear working days prior to the meeting, the complainant is required to provide the Council with copies of any documentation or other items on which the complaint is based.

vii. The Council shall provide the complainant with copies of any documentation upon which it wishes to rely at the meeting and shall do so promptly, allowing the opportunity to read all material in good time for the meeting.

3.2 At the meeting

i. The Council or the Committee shall consider whether the circumstances of the meeting warrant the exclusion the public and press whilst discussion of the matter takes place. Any decision on a complaint shall subsequently be announced at a meeting in public, whilst taking into account any duties to safeguard personal data as under 3.1(iv) above.

ii. Chair to introduce everyone.

iii. Chair to explain procedure.

iv. Complainant (or representative) to outline grounds for complaint.

v. Members to ask any question of the complainant.

vi. If relevant, the Town Clerk to explain the Council’s position.

vii. Members to ask any question of the Town Clerk.

viii. The Town Clerk and complainant to be offered the opportunity of the last word.

ix. The Town Clerk and the complainant to 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 to be invited back).

x. The Town Clerk and complainant return to hear decision, or to be advised when decision will be made.

3.3 After the meeting

i. Any decision will be confirmed to the complainant within five (5) working days, together with details of any further action to be taken.

ii. The Council’s decision on the matter will be final, and no further appeal process will be offered.

4. Procedure for dealing with complaints about a Council contractor or, if relevant, the people in their employment or the implementation of a contract

i. The Town Clerk to establish the seriousness of the complaint to determine whether to deal with it themselves without reference to the contractor or the contractor needs be involved, or whether the Council should deal with it (e.g. failure to cut a section of grass would not be deemed serious but poor work over a number of weeks would).

ii. Where the issue is deemed to warrant discussion with the contractor the Town Clerk will ensure that the contractor has the opportunity to respond fully to the complaint and, if it is deemed appropriate, to meet the complainant with the Town Clerk in attendance. Otherwise the Town Clerk will contact the complainant and bring the matter to a conclusion.

iii. Where the issue requires the Council’s involvement, the Town Clerk will draft a report.

5. Contracts

Town Clerk of Gainsborough Town Council: 

By post:  Richmond House, Richmond Park, Morton Terrace, Gainsborough, Lincolnshire DN21 2RJ     

By Email:  townclerk@gainsborough-tc.gov.uk 

The Chair of Gainsborough Town Council   

By post:  Richmond House, Richmond Park, Morton Terrace, Gainsborough, Lincolnshire DN21 2RJ

By Email:  Please check current details on the Councils website:

Mayor and Deputy Mayor – Gainsborough Town Council (gainsborough-tc.gov.uk)