Appeals

Responding to an appeal

The Third Tier Officer should review the decision made and carry out any  further investigations that they feel are necessary, sending a response within 28 calendar days of receiving the appeal letter.  This response can be emailed if we have the complainant's email address.

The response should contain:

·        details of the review/ further investigation

·        action to be taken (e.g. apology, offer of redress,  action undertaken, why the council is unable to assist)

·        information on stage three of the procedure should the complainant be dissatisfied with the outcome

The Customer Relationship Management system must be updated with the relevant information.

Stage 3 – Review by Head of Service

If the complainant is still dissatisfied with the outcome of the complaint or about the way we have dealt with their complaint, there is a final stage in our complaints procedure.  The complainant must respond to the Head of Service in writing within 28 calendar days of receiving the outcome of their appeal.

The Head of Service will carry out a full review of the complaint and the actions taken.  At this stage, in accordance with the statutory obligations that govern the handling of social work complaints, social work complaints will be scheduled to be heard by the Complaints Review Committee.

Acknowledging a stage three review

The Head of Service will acknowledge an appeal letter within five calendar days of receiving a stage three request and detail the date the complainant should receive their response by. 

Responding to the stage three review

The Head of Service should review the decision of the officer dealing with the original complaint and carry out any further investigations that they feel are necessary, sending a response within 28 calendar days of receiving it.

The response should contain:

• details of the review/ further investigation
• the outcome of the review
• information about the Scottish Public Sector Ombudsman

The Customer Relationship Management system must be updated with the relevant information.

Where complaints are made about a Head of Service or Executive Director the Council will put in place a two stage procedure to ensure independent review of such complaints.

Independent Appeal

After Stage 3  - Review has been completed and the complainant is still not satisfied with the outcome of their complaint, the complainant or their representative has the right of independent appeal through:

Scottish Public Services Ombudsman

4 Melville Street, Edinburgh

EH3 7NS

Tel no : 0800 377 7330

or email : ask@spso.org.uk

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