Annual complaints update 2024 to 2025
We are committed to providing high quality services to our residents, businesses and visitors. However, we recognise that there are times when we fail to meet the expectations of our customers. In such instances, our Complaints Procedure provides a mechanism to feedback dissatisfaction and concerns.
Complaints in 2024 to 2025
During 2024/25, we closed 6,279 complaints. While this is an increase on the 4,922 complaints closed during 2023/24, the increase is typical of the upward trend evident across the Scottish local authority sector.
Where complaints came from
The main services that received the majority of complaints during this time were Housing Operations (2,265), Waste Services (797), Parking (608), Housing Management (594), Customer Services (577), and Schools (321).
How complaints were handled
Of those complaints, 86% were closed at Stage One of our complaints process which requires a response within 5 working days; and 14% at Stage Two which is concerned with more complex complaints and requires a response within 20 working days. Overall, 34% of the complaints closed at Stage One and Two were upheld or partially upheld in favour of the customer; 41% were not upheld; and 25% were resolved without requiring a complaint outcome.
Response times
While we received more complaints during 2024/25, the time taken to respond to complaints showed improvement. 63% of complaints closed at Stage One were answered within 5 working days, an improvement of 6% on the previous year. At Stage Two, 55% were closed within 20 working days, an improvement of 10% on the previous year. Although the percentage increases are to be welcomed, there is room for significant improvement. This is also evident in the average time taken to respond to requests. At Stage One it took an average of 8 days to respond to a complaint. At Stage Two, the average response time was 28 days.
Scottish Public Services Ombudsman (SPSO)
Once customers have exhausted our complaints process, they can take any continuing concerns to the Scottish Public Services Ombudsman (SPSO). During 2024/25, the SPSO considered 150 cases, but only 3 proceeded to a final decision. Of those 3 decisions, one was upheld for the customer and 2 partially upheld.
How we are improving
Complaints can be complex and challenging which can result in delays. Nevertheless, we are continually striving through the work of the Corporate Complaints Management Group and Strategic Complaints Group to share best practice and improve complaints performance. It is envisaged that as we extend the use of our customer CRM to include complaints management, the ability to log and track complaints council-wide will help to drive improvement through better recording and the provision of reliable data to identify trends and issues, as well as greater efficiencies around record keeping and complaints administration.
Learning from complaints
Key to any complaints process is the ability to use that learning to improve the quality and delivery of services. We are committed to learning from complaints, and examples of complaints learning are regularly published on our website.