ACCOUNTABLE – we will make choices and decisions on merit recognising that we are accountable to the parishioners/those who have elected us.
RESPONSIBLE – we will act responsibly and not behave in a way which is likely to bring discredit upon the Parish. We will treat information with respect as we are aware of the consequences of breaching confidentiality and we will take care of Parish property.
IMPARTIAL – we will be impartial in decision-making treating everyone fairly and with respect and avoiding all forms of unlawful discrimination.
SERVE – we will always serve in the public interest and declare any private interests relating to our public duties so we avoid potential conflicts.
HONEST – we will act with integrity and be open and honest in all our dealings.
Your feedback is important to us. We welcome you taking the time to tell us when we have got it right but, equally, when there are areas we might improve.
We treat comments, compliments and complaints as an opportunity to learn and develop.
The purpose of this policy is to ensure that any comments, compliments or complaints received are recognised, listened to and acted upon promptly and fairly.
Who this policy applies to
This policy applies to all parishioners and ratepayers who wish to comment, compliment or complain about our services or the conduct of our employees and elected officers.
How to contact us
We aim to make this process as easy as possible. You can contact us:
In person – during opening hours or by arrangement at any other time
All comments, compliments and complaints will be recorded and kept securely
Comments and Compliments
Comments and compliments are valuable and enable us to:
consider issues of importance which can lead to change;
understand what we are doing well and the positive impact our services have.
Whilst we aim for the highest standards, we appreciate that there may be times when you have not been satisfied with your experience and we want to hear from you.
Where possible, a complaint should be submitted as quickly as possible after the event and normally within one month of the event taking place (unless there are exceptional circumstances).
A complaint about an operational issue will be dealt with informally; this means our Parish staff will seek to resolve the issue quickly. For example, if your bin has not been emptied, or you report a streetlight not working etc., we expect that our staff will be able to resolve the issue for you. At that time we will ask for your confirmation the issue has been resolved to your satisfaction.
If the matter cannot be resolved informally, we will ask you to put your complaint in writing to the Connétable so that the issue may be addressed formally.
Handling a complaint:
All complaints will be handled sensitively and fairly. Every attempt will be made to ensure that confidentiality is maintained but if, in certain circumstances, this is not possible we will explain the reason to you.
Stage 1 – Informal Procedure
The informal procedure means our Parish staff will seek to resolve the issue quickly and appropriately. For example, if your bin has not been emptied, or you report a streetlight not working etc.
Contact the Parish Hall and provide details of the issue and your contact details.
At the time we will ask for your confirmation the issue has been resolved to your satisfaction.
We will do our best to ensure that any issues raised informally are resolved quickly. Where this is not achieved the formal complaints’ procedure (below) should be followed to reach a satisfactory outcome.
Stage 2 – Formal Procedure
If your complaint relates to the following please notify the Connétable in writing of the complaint so that they may address the issue –
an operational matter that cannot be resolved informally
any other service issue or
the conduct of our employees and elected officers.
We will require –
details of the issue about which you are complaining and
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