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What happens when I complain?

A guide to understanding our complaints procedures.

Our complaints procedure has two stages.

Stage 1: Frontline resolution

We aim to resolve complaints quickly and close to where we provided the service. This could mean an apology and explanation if something has clearly gone wrong and immediate action is taken to resolve the problem. We will aim to resolve your complaint at Stage 1 within five working days, unless there are exceptional circumstances.

If we cannot resolve your complaint at this stage, we will explain why and tell you what you can do next. The next stage in the process is to move the complaint to stage 2.

Stage 2: Investigation

If your complaint is not resolved at stage 1 or is complex in nature it may be progressed to Stage 2 where it will be investigated. We will aim to resolve your complaint within 20 working days. In exceptional circumstances our investigation may require to take longer than 20 working days. If this is the case we will contact you and ensure you are kept up to date.

What if I am still dissatisfied?

After we have fully investigated and responded to your complaint, if you are dissatisfied with our response or the way we dealt with your complaint, you can appeal to the Scottish Public Services Ombudsman (SPSO). Contact details for the SPSO can be found on the SPSO website.

The SPSO cannot normally look at complaints:

  • where you have not gone all the way through the council's complaints handling procedure
  • more than 12 months after you became aware of the matter you want to complain about, or
  • that have been or are being considered in court.