Any complaint about a procedure or administration notified to the Town Clerk or a Councillor should be dealt with as under:

• If it is not possible to satisfy the complainant fully, the complaint shall be asked to put the complaint in writing to the Town Clerk
• On receipt of a written complaint the Town Clerk shall (except where the complaint is about the actions of the Town Clerk) try to settle the complaint directly with the complainant.
• If a complaint is received about the behaviour of the Town Clerk or a Councillor no action shall be taken without first notifying the person complained of and giving an opportunity to comment on the manner in which it is intended to attempt to settle the complaint.
• Where the Town Clerk receives a written complaint about their own actions, the complaint shall forthwith be referred to Council.

The Town Clerk shall report to the next meeting of the Council any written complaint disposed of by direct action with the complainant.

The Town Clerk shall bring any written complaint which cannot be settled, to the next meeting of the Council, and the Town Clerk shall notify the complainant of the date on which the complaint will be considered.

The Council shall consider whether the circumstances attending any complaint warrant the matter being discussed in the absence of the press and public, but any decision on a complaint shall be announced at the Council meeting in public.

Council's decision and the nature of any action to be taken shall be communicated in writing to the complainant.

This Policy forms Annex B to Council's Standing Orders, which were reviewed, amended and approved at the Council meeting held on 24 September 2007, Minute 1.10 refers.