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1.0 Policy Background.....4 2.0 What you can expect from the Council.....5 3.0 Definition of Complaints .....5 4.0 Receipt of the Complaint.....6 5.0 Resolving the Complaint.....7 6.0 Dealing with the Complaint (Formal Process) .....8 7.0 Who Will Manage And Investigate Complaints .....9 7.1 The Stages .....9 7.2 Complaints about Councillors .....10 7.3 Vexatious Complaints .....11 8.0 Format of Complaints Panel Meeting/Appeal .....11 9.0 Reporting the Outcome .....11 10.0 Review and Amendment of Regulations .....12 11.0 Alternative Formats .....12 12.0 Freedom of Information .....12 Addendum 1 – Complaint Form.....13 Addendum 2 – Complaints Procedure (Logistics) .....14