Earley Town Council – Complaints Procedure

In order to ensure our services are being provided effectively, we have a formal complaints procedure. We use the Ombudsman’s definition of a complaint:


  “An expression of dissatisfaction about the standard of service, actions or lack of actions by the Council”


We have a two stage complaints process:

  • Stage 1 – an investigation of the complaint by the member of staff receiving it or the relevant Line Manager.
  • Stage 2 – an independent investigation by someone, nominated by the Town Clerk, unconnected with the service concerned. If the complaint is in connection with the Town Clerk, the investigation will be carried out by the Town Mayor.

We aim to respond to Stage 1 of the process within 10 working days, however, if we need longer to investigate we will ask for your agreement beforehand.  At Stage 2 we aim to complete the investigation process within 25 working days from the date the statement of complaint is signed.


Complaints should be made in writing addressed to the Town Clerk, or, if in the case of the Town Clerk, to the Town Mayor and sent to the Council Offices.  Alternatively complaints may be made by e-mail to [email protected] in the first instance.