MINSTERLEY PARISH COUNCIL
Complaints Policy
Complaints Procedure & Policy
1. Minsterley Parish Council is committed to providing a quality service for the benefit of the people who	 live in its area.	
If you are dissatisfied with the standard of service you have received from this council, or are unhappy about an action or lack of action by this council, this Complaints Procedure sets out how you may complain to the Parish Council and how	we shall try to resolve your complaint.
2. This Complaints Procedure applies to	complaints about parish council administration and procedures	 and may include complaints about how	the Councillors or the Parish Clerk have dealt with your concerns.
3. This	Complaints Procedure does not apply to:
A Complaint by one council member by another council member. These matters are dealt with internally.	
If the Parish Council receives a complaint against a councillor, it will be referred to the Standards Committee of Shropshire Council.	
Further	information on	the process of dealing with complaints against councillors may be obtained from the Monitoring Officer of Shropshire Council.
4. The appropriate time for influencing Parish Council decision-making is by raising your concerns before the Parish Council debates and votes on a matter. 
You may do this by writing to the Parish Council in advance of the meeting at which the item is to be discussed. There may also be the opportunity to raise your concerns in public question time of	 Council	meetings. If you are unhappy with a Parish Council decision, you may raise your concerns with the Council.	
5. You may make your complaint about	 the Parish Council’s procedures or administration to the Clerk. You may do this in person, by phone, or by writing to or emailing the Clerk: 
Ian  A. Hutchinson  Minsterley Parish Clerk ê
Parish Office     Montford Bridge    Shrewsbury SY4 1ER 
Tel: 01743 850504          Email: clerk@minsterley.org.uk 
Mob: 07572 781907      Website: www.minsterley.org.uk 

6. Wherever possible, the Clerk will try to resolve your complaint immediately. If this is not possible, the Clerk will normally try to acknowledge your complaint within five working days.
7. If you do not wish to report your complaint to the Clerk, you may make your complaint directly to the Chairman of the Council.	
8. The Clerk will	 investigate each complaint, obtaining further information as necessary from you and/or from members of the Parish Council.
9. The Clerk or the Chairman of the Parish Council will notify you within 20 working days of the outcome	 of your	complaint and of what	action (if any) the Parish Council proposes to take as a result of your complaint. In exceptional cases the 20 working days timescale may have to be extended. If it is, you will be kept informed.
10. If you are dissatisfied with the response to your complaint,	you may ask for your complaint to be	 referred to the	full Parish Council as appropriate and (usually within eight weeks)you will be notified in writing	of the outcome	of the review of	 your original complaint.
Complaints Policy 
RATIFIED under 2505-6.2 on Tues 13 May 2025 	~  Ian  A. Hutchinson  Minsterley Parish Clerk  
REVIEWED each May at the Annual Council Meeting