Complaints

Definition of a complaint

A complaint is a criticism or dissatisfaction about a service.  Complaints can also be made about a service as the result of a policy decision.

Example:

"I reported a problem with my door entry system and was told it would be repaired over a week ago, it still hasn't been repaired."

Who can complain?

Anyone dissatisfied with our services, our actions or lack of actions or someone acting on their behalf, and with their consent, can use the complaints procedure.  At stage one, we will accept complaints in person, by telephone, or in writing (by letter, fax or e-mail), however at stage two and three all communication must be in writing.  Any staff member may accept complaints and anonymous complaints / comments may be acted upon at our discretion especially where it affects the welfare of vulnerable people.

We encourage our staff to seek to resolve issues at the first stage.  We will make sure that we provide contact information for people needing support and we will also give assistance to people who have difficulty with written or spoken English or whose first language is not English and to disabled people who require assistance.

What type of complaints does the policy deal with?

The policy deals with complaints about our service delivery, the way our staff deliver the services, the policies we develop, or the decisions that we take.

The policy does not deal with complaints about the actions or conduct of councillors.  Councillors are required to comply with a Councillors Code of Conduct, details of which are available at The Scottish Government.

Complaints that a Councillor has breached the code can be made to the Chief Investigating Officer at:

The policy does not deal with objections or representations as part of a statutory consultative mechanism.  Examples include:- 

• the ability to object or make representations as part of the planning process
• alcohol and gaming before the licensing board
• the housing benefits or council tax process to name but a few

Objections or representations made against any of the Council's statutory processes will only be deemed a "complaint" if supported by evidence that service standards have not been met.  Representations made against a statutory service will follow the appeals process for that service.

Making a complaint

We aim to make sure that we will deal with complaints as quickly as possible and in a fair, consistent, sensitive and confidential manner.

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