Dispute and Compliants Procedure

Dispute Resolution

Conflict is a natural and healthy consequence of partnership working, which can lead to more creative thinking. However, partnership members should avoid allowing differences to escalate into a confrontation or breakdown of trust, as this will ultimately discredit the partnership as a whole.

Where harmful conflict is unavoidable, Delivery Partnership members are expected to respect each others' views and seek to identify and deal with the issues of concern.

The Delivery Partnership Chair should be informed on any disputes and, if possible, will identify a mutually acceptable person/small group, or process, to guide the relevant partners to consensus.

Disputes between individual board members/organisations should only be brought before the Delivery Partnership Board for consideration if it concerns a fundamental partnership issue, and/or every effort has been exhausted.

In extreme cases the Suffolk Strategic Partnership Board and/or the Government Office may become involved, if such disputes may affect the delivery of action plans/targets or the reputation of the partnership.

Complaints Resolution

The Delivery Partnership Co-ordinator should be made aware of any complaints from the public. In the first instance the co-ordinator will seek to identify an appropriate member of the Delivery Partnership to respond to the complainant (i.e. if the compliant is in relation to a specific partner/action delivered by a partner/is the remit of one partner).

If the complainant is not satisfied with the response provided the compliant should be escalated through relevant organisation.

If the complaint is about the Delivery Partnership in general the Chair will be asked to respond on behalf of the partnership. If the complainant is not satisfied with the response provided, their complaint will be referred to Suffolk County Council, as the accountable body, and the county council’s complaints procedure will be followed.

Receipt of the complaint should be acknowledged with the complainant within 5 working days and a response should be provided in 20 working days. The Partnerships Administrator should also be made aware of the compliant as soon as it arises and should be kept informed of progress.

© 2012 Suffolk Strategic Partnership. All rights reserved.
Privacy Policy / Dispute and Compliants Procedure / Equality Policy
Accessibility and Site Help / Site Map