Social work advice and complaints
How to make a comment or complaint
We are always looking at ways to improve the services we offer and welcome any comments you have.
We want to hear from you if you need advice or wish to complain about a Council social care or social work service. This could be about services for adults or children.
Before making a complaint, try and speak to the person working with you, or their manager. Things can often be put right by talking to those working directly with you.
If this does not resolve the issue, you can contact the Social Work Advice and Complaints Service.
0131 553 8395
Monday to Thursday, 10:00am - 12:00pm and 2:00pm - 4:00pm
Friday, 10:00am - 12:00pm and 2:00pm - 3:15pm
You can also write to us at the address below or complete the freepost slip attached to the Council's Social Work Advice and Complaints Service leaflets. These leaflets are available from all social work offices.
All complaints are treated with the strictest confidence. You will not be discriminated against for making a complaint.
When to complain
Complaints should be made within 6 months of the customer becoming aware of the problem. Complaints made later than 6 months will not be investigated unless there are exceptional circumstances.
The Council Complaints Procedure explains how investigations are carried out and sets out the different stages of the complaints process.
Complain to the Ombudsman
If the Council cannot resolve your complaint and you have completed all stages of the social work complaints process, you can ask the Scottish Public Services Ombudsman to look into your complaint.
Complain to the Care Inspectorate
If your complaint is about a registered care service, you can complain to the Care Inspectorate. The Inspectorate is the independent regulator and can look into your concerns. You can check if a care service is registered by using the Care Inspectorate's care service list.
Other Council services
You can make a suggestion, compliment or complaint about any other Council service.