We have a two-stage complaints procedure for East Ayrshire Council and East Ayrshire Health and Social Care Partnership.
Find out more about our complaints handling procedures.
Stage 1: Frontline response
Our aim is to sort out as many complaints as possible at the first point of contact. You can speak to a member of staff of the particular service you wish to complain about either in person or on the telephone and they will attempt to resolve the matter for you on the spot. If your complaint cannot be resolved right away, we will endeavour, in most cases, to give you a full response to your complaint within five working days.
If you're not sure who to contact you can email or call us on the details provided below. If your complaint can not be resolved right away and you would like to put your complaint in writing you can either:
We will, wherever possible, endeavour to give you a full response within five working days.
Stage 2: Investigation
If your complaint clearly requires investigation or if you are not happy with the response you receive when you first make a complaint, your complaint will be handled at stage 2.
At this stage, we will try to resolve your complaint where we can and if this is not possible, we will endeavour to give you a full response within 20 working days. If our investigation takes longer than 20 working days, we will tell you and provide you with a revised timescale.