Coronavirus (COVID-19) Updates


Responding to complaints update

Reduced staffing resources may impact on our ability to respond to complaints within the usual timescales. We would ask for your patience and understanding at this critical time. We apologise for any inconvenience. 

Find the latest updates on our services and useful links on coronavirus (COVID-19).

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:

We will, wherever possible, endeavour to give you a full response within five 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 senior management to review your complaint who will aim to respond within 20 working days.

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.

Guidance procedures

Download more information about our complaints handling procedures:

Other complaints procedures

Social services

Our Social Services and Integration Joint Board complaints procedures follows specific legislation and guidance. These procedures are slightly different from the Council's general procedure.

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.

Factoring services

First-tier Tribunal for Scotland (Housing and Property Chamber) work to resolve complaints and disputes between home owners and property factors. Visit our Factoring Complaints page for more information.

Contact Information

Council Headquarters
London Road
East Ayrshire
Contact us online:
Save time, do it online:
Telephone: 01563 554400
Textphone: 01563 576167
24 Hour Emergency Helpline: 0345 724 0000 (local rate)