Complaints Policy
SALC is committed to providing a high-quality support service to all our member councils but recognises that sometimes things can go wrong. It is important that our member councils raise concerns with us or representatives of SALC as soon as possible so that this can be addressed and help us address any issues and make any necessary improvements.
Purpose
The purpose of this policy is to provide a clear, consistent and professional approach to handling complaints.
Scope
This policy covers complaints raised by member councils
Responsibilities
The SALC CEO owns this policy and will review and update it annually working closely with all members of the team and the SALC Board where necessary. On a day-to-day basis all members of the team shall be responsible for following procedures and processes and highlighting any updates or amendments necessary to ensure continual improvement.
The SALC CEO owns this Policy and will review and update it annually
working closely with all members of the team and the SALC Board where
necessary. On a day-to-day basis all members of the team shall be
responsible for following procedures and processes and highlighting any
updates or amendments necessary to ensure continual improvement.
Definitions: QAP – quality assurance policy
Member councils – a local council which subscribes to SALC for the
current financial yea
Definitions
Member councils is a local council which subscribes to SALC for the current financial year.
Complaints procedure
If you have a formal complaint, the Chair of the member council (if appropriate) should write or email as follows:
Chief Executive Officer, Suffolk Association of Local Councils, Unit 11a Hill View Business Park, Claydon, Suffolk. IP6 0AJ or Email: ceo@salc.org.uk.
What happens next?
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We will acknowledge receipt of your complaint within three working days of receipt and aim to resolve the matter within four weeks.
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If necessary we may ask you to provide evidence that a resolution has been made by the council to make a formal complaint.
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We will review the issues raised and, where necessary, speak to members of staff and/or sub-contractors involved.
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If possible, we will contact you to discuss matters further and write to you to confirm what was discussed and any solutions agreed.
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If you remain dissatisfied with the handling of your complaint the matter will be passed to the Chair of the SALC Board.
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The Chair of the SALC Board will write to you within 14 working days of receipt of your request confirming our final position on your complaint.