Comments, suggestions and complaints

Responding to complaints update

 

While every effort is being made to respond to all complaints within the timescales stated below, reduced staffing resources may in some instances impact on our ability to meet these timescales. Individual complainants will be advised of any likely impact on their complaint.

We would ask for your patience and understanding at this critical time and apologise for any inconvenience.

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

We welcome your comments, suggestions and complaints about our services. This allows us to learn from our customers so that we can constantly improve our services to you.

Comments and suggestions

We run many services on behalf of our residents and we are always looking to find ways to improve how we do things. If you have a suggestion about how we could make our service better we would be pleased to hear from you. If we can implement your suggestion we will.

Sometimes changes to our services need to wait until we next carry out a review. Your comments will be fed into the service review process and we will let you know what happens.

Compliments

We know that our staff try to do their very best for East Ayrshire residents and some of them always go the extra mile. We feel it is important to those members of staff, who have done a good job, that they receive positive feedback.

If you would like to compliment a member of staff or a team, you can email, write or telephone us using the undernoted contact details. We will make sure that the individual and their manager gets to hear about it.

Complaints

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:

Complaints handling procedure

The Health and Social Care Partnership Integration Joint Board (IJB) complaints handling procedure (PDF 395Kb) is specifically for complaints relating to the IJB’s policies, decisions or processes.

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:

Council Headquarters
London Road
Kilmarnock
East Ayrshire
KA3 7BU

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 will take longer than 20 working days, we will tell you and provide you with a revised timescale.

Scottish Public Services Ombudsman

If you have completed the Council’s complaints process and are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.

The SPSO will not look at a complaint unless the Council’s two stage complaints procedure has been exhausted.

The SPSO’s contact details are:

SPSO
Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS

Freephone: 0800 377 7330
Online contact us form

Their freepost address is FREEPOST SPSO.

Factoring complaints and complaints from shared owners

The SPSO does not normally look at complaints about our factoring service or complaints from shared owners. On conclusion of the Council’s Complaints Procedure, if you remain dissatisfied with our response, these complaints can be considered by the First Tier Tribunal for Scotland (Housing and Property Chamber).

Education complaints

Information on how to make a complaint about the Education Service.

Guidance and procedures

Our complaints handling procedure provides further details on how we will handle your complaint and what you can expect from us. It also provides clarity on what constitutes a complaint and what cannot be covered under our complaints handling procedure.

Complaints performance

Performance information on complaints is recorded regularly and is published as part of our East Ayrshire Performs report.  The latest East Ayrshire Performs report was presented to Cabinet on 8 September 2021 (pages 47 to 49).

Accessibility

If you would like this document in a language or format of your choice including large print, audio or Braille contact our Equality and Diversity Officer.

 

Niniejsze informacje mogą zostać udostępnione na życzenie, w alfabecie Braille'a, w druku powiększonym lub w formacie audio oraz mogą zostać przetłumaczone na wiele języków obcych. Dane kontaktowe znajdują się poniżej.

 

ਇਹ ਜਾਣਕਾਰੀ ਮੰਗ ਕੇ ਬ੍ਰੇਲ, ਵੱਡੇ ਅੱਖਰਾਂ ਅਤੇ ਸੁਣਨ ਵਾਲੇ ਰੂਪ ਵਿਚ ਵੀ ਲਈ ਜਾ ਸਕਦੀ ਹੈ, ਅਤੇ ਇਹਦਾ ਤਰਜਮਾ ਹੋਰ ਬੋਲੀਆਂ ਵਿਚ ਵੀ ਕਰਵਾਇਆ ਜਾ ਸਕਦਾ ਹੈ। ਸੰਪਰਕ ਕਰਨ ਲਈ ਜਾਣਕਾਰੀ ਹੇਠਾਂ ਦਿੱਤੀ ਗਈ ਹੈ।

 

درخواست کرنے پر یہ معلومات نابینا افراد کے لئے اُبھرے حروف، بڑے حروف یاآڈیو میں مہیا کی جاسکتی ہے اور اسکا مختلف زبانوں میں ترجمہ بھی کیا جاسکتا ہے۔       رابطہ کی تفصیلات  نیچے فراہم کی گیٔ ہیں۔ 

 

"本信息可应要求提供盲文,大字印刷或音频格式,以及可翻译成多种语言。以下是详细联系方式。”

 

“Faodar am fiosrachadh seo fhaighinn, le iarrtas, ann am braille, clò mòr no clàr fuaim agus tha e comasach eadar-theangachadh gu grunn chànanan.  Tha fiosrachadh gu h-ìosal mu bhith a' cur fios a-steach”

 

"本信息可慮應要求提供盲文,大字印刷或音頻格式,以及可翻譯成多种語言。以下是詳細聯系方式。”

 

Contact Information

Corporate Officer - Equality and Diversity
Council Headquarters
London Road
Kilmarnock
KA3 7BU
Telephone: 01563 576244
Textphone: 01563 576167 
Council Headquarters
London Road
Kilmarnock
East Ayrshire
KA3 7BU
Contact us online: www.eastayrshi.re/contactus
Save time, do it online: www.our.east-ayrshire.gov.uk
Telephone: 01563 554400
Textphone: 01563 576167
24 Hour Emergency Helpline: 0345 724 0000 (local rate)