How to make a complaint

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Our aim is to sort as many complaints as possible at the first point of contact.  If your complaint can not be resolved right away and you would like to make a complaint you can either:

• complete an online form
• write or email the Council
• call in at any council office

We will, wherever possible, endeavour to give you a full response within 7 working days. 

How we will respond

If you are not happy with the response you receive when you first make a complaint, you can then ask the appropriate Executive Director of the Council to review your complaint.  The Executive Director will normally aim to review your complaint in 14 working days.

Review by the Chief Executive

If the director of the department cannot resolve the complaint to your satisfaction, you can ask for the Chief Executive of the Council to review your complaint. The Chief Executive will aim to respond to you in 21 working days.  This is the end of the Council's complaints process.

We do hope that we can resolve your complaint, however, if you have completed the Council's complaints process and you are still unhappy, you can contact the Scottish Public Services Ombudsman.

Other procedures

Our Social Services complaints procedure follows specific legislation and guidance. This procedure is slightly different from the Council's general procedure. Please select the link under the further information section for information on how to make a Social Services complaint.

If there are different review and appeals procedures relevant to your complaint, for example some planning matters have different appeals procedures, we will tell you this when we respond to your complaint.

 

Contact Information