• We will not discriminate against anyone on the grounds of age, gender, ethnic origin, disability, marital status, political or religious affiliation, class or sexual orientation
• We will not discriminate against anyone in the future because they have complained
• If we have made a mistake, we will apologise and try to put it right
• Your Complaint will be handled confidentially.

• A member of staff will respond to your complaint within five working days, informing you who is dealing with your complaint and how to contact them.
• A council officer will then look into your complaint.
• We will reply to your complaint within ten working days of receiving your complaint, detailing our response or giving a date that a full response will be issued.
• If you are not satisfied with the outcome the council will appoint a Complaints Committee which will report its findings to you and a council meeting.

Before the Complaints Committee Meeting

1. You will be asked to put the complaint about the town council’s procedures or administration in writing to the Town Clerk or the Council Chairman.
2. The Clerk shall acknowledge the receipt of the complaint and advise you when the matter will be considered by the Complaints Committee.
3. You will then be invited to attend the committee and may also bring representatives with you.
4. Seven clear working days prior to the meeting (i.e. excluding weekends and public holidays), you will be asked to provide the council with copies of any documentation or other evidence, which it may wish to refer to at the meeting.
5. The Council shall similarly provide you with copies of any documentation upon which it wishes to refer to at the meeting.
   

At the Meeting

1. The Complaints Committee 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 next council meeting in public.
2. The Chairman will introduce everyone and then explain the procedure.
3. The complainant (or representative) will outline the grounds for complaint.
4. The committee members will then ask any questions of the complainant.
5. If relevant, the clerk or other officer will explain the council’s position.
6. Committee members will then ask any question of the clerk or other officer.
7. The clerk or other officer and complainant will then be offered the opportunity of the last word (in this order).
8. The clerk or other officer and complainant will be asked to leave the room while the committee 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).
9. The clerk or other officer and complainant return to hear the decision, or to be advised when the decision will be made.
   

After the Meeting

The decision will be confirmed in writing within seven working days together with details of any action to be taken.

Our Staff

If your complaint is about an employee of the council we will initially respond to you in accordance with our complaints procedure except that it will be a councillor who will look into the complaint and respond to you. If you are still not satisfied your complaint will be handled by us as an employment matter and appropriate action taken as required. You will be advised of the outcome in due course.

Councillors

Complaints about an individual councillor should be directed to Taunton Deane Borough Council Monitoring Officer, The Deane House, Belvedere Road, Taunton, TA1 1HE, tel. 01823 356406 or to the Standards Board for England, 1st Floor, Cottons Centre, Cottons Lane, London SE1 2QG tel. 0800 107 2001.