Complaints Procedure

1. Penzance Town Council is committed to providing a quality service for the benefit of the people who live or work in, or visit, Penzance.

2. 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 Council and how we shall try to resolve your complaint. 

3. This Complaints Procedure applies to complaints about Council administration and procedures and may include complaints about how an employee has dealt with your concerns.

4. It does not apply to:

4.1 Complaints by one Council employee against another Council employee, or between a Council employee and the Council as an employer. These matters are dealt with under the Council's disciplinary and grievance procedures.

4.2 Complaints against Councillors are covered by the Code of Conduct for Members and, if a complaint against a Councillor is received by the Council, it will be referred to the Monitoring Officer of Cornwall Council. 

5. You may make your complaint about the Council's procedures or administration by writing to or emailing the Town Clerk. 

Penlee Centre, Penlee Park, Penzance, Penzance TR18 4HE

6. Wherever possible the Town Clerk will try to resolve your complaint within 48 hours. If this is not possible, the Town Clerk will normally acknowledge your complaint within five working days.

7. If you do not wish to report your complaint to the Town Clerk, you may wish to make your complaint directly to the Mayor who will report the complaint to the Personnel Committee. 

8. The Town Clerk or Personnel Committee will investigate each complaint, obtaining further information as necessary. 

9. The Town Clerk or Mayor will notify you within 20 working days of the outcome of your complaint and what action (if any) the Council proposes to take as a result of your complaint.

Approved and adopted by Penzance Town Council 5 December 2016