Make a complaint

Find out about complaints procedure.

We're committed to providing high-quality customer services. However, we understand that sometimes things can go wrong. We value complaints and use the information from them to help us improve our services. 

Following statutory direction from the Scottish Public Services Ombudsman (SPSO), we've adopted a 2 stage approach to handling complaints.

Stage 1: frontline resolution

We'll give you our decision at Stage 1 in 5 working days or less unless there's exceptional circumstances.

Stage 2: investigation

For complaints not resolved at Stage 1 or those that are complex and require detailed investigation we'll:

  • acknowledge receipt of your complaint within 3 working days
  • give you a full response to the complaint as soon as possible and within 20 working days

This 2 stage approach strengthens our commitment to handling complaints effectively and efficiently.

Other kinds of complaints

The council has a number of processes that have been set up to deal with specific other kinds of complaints, such as a complaint about a Councillor, which are handled by the Standards Commission for Scotland.

If this is the case, we'll let you know you what the appropriate route is or explain why your complaint cannot be dealt with further.

Submit a complaint

Please note, if you're making a complaint on behalf of someone else you'll be asked if you've their permission.  Depending on the nature of the complaint we may contact the person to get more details regarding their permission.

You can use our online form to submit a complaint.

What happens next

If you're still unhappy with our response after going through all the stages your next option's to take your complaint to the Scottish Public Services Ombudsman (SPSO). 

Please note, the SPSO will only look into complaints once you've been through the full formal complaints procedure.

Last modified on 25 March 2021

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