Changes to Council's complaints procedure

The way in which we deal with complaints is changing, in line with the Scottish Public Services Ombudsman's standardised Complaints Handling Procedure for Scottish Local Authorities.

As a Council, we value complaints as they give us a first-hand account of your views and experiences. They help us to put things right where we can, and that in turn helps to improve our services.

The new procedure, which will take effect from today, Monday 25 March, means that there will now be a standard approach to complaints handling across local government in Scotland, approved by the Scottish Public Services Ombudsman.

The main difference between the old and new procedure is the timescale in which you will get a response. The Council will now resolve initial complaints (known as a 'Frontline Resolution') in five days, and if you ask us to review a complaint (known as an 'Investigation'), we will aim to respond in 20 days. These changes should help you get a speedy resolution to frontline complaints, while allowing time for full consideration of the complaint at the investigation stage. These timescales are uniform across all local authorities in Scotland.

New leaflets and posters will be available in all Council buildings so that you know how to raise a complaint, and how it will be dealt with.

All complaints lodged prior to today will be dealt with under the old procedure.

Remember that complaints are just one way for you to tell us your views and get involved in decisions about our services. You can also have your say on our website, where you can do everything from making a suggestion to responding to a consultation. 

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