Compliments, complaints and suggestions

Your views on the services that we provide will help us to:

• Improve the quality of our services
• Increase Customer Satisfaction
• Prevent problems getting worse
• Involve our customers by acknowledging their view

• Online feedback form
• Our Feedback Procedure leaflet (PDF)

Stage 1

The first thing we will do is try to put things right, so for example if your bin has not been lifted on the appointed day we will arrange for this to be done.  If we are unable to address the problem we will formalise your complaint and deal with it under the following procedure.

Stage 2

Your complaint will be allocated to an appropriate Feedback Officer for the Council, and acknowledged.  The Feedback Officer will investigate your complaint and respond to you with their findings, usually within 10 days.

Stage 3

If you are dissatisfied with the response you receive from the Feedback Officer you can ask for the matter to be reviewed by the Council's Chief Executive, who will acknowledge your complaint and arrange for the matter to be investigated and responded to within 10 days, or within a timescale that is agreed with you.

Stage 4

If having followed our complaints procedure you are still not happy you can take your complaint to an adjudicator and ask for the matter to be investigated.  In our response we will tell you who the relevant adjudicator is.  This will normally be the Scottish Public Services Ombudsman and they do not usually accept complaints that have not been the subject of the Council's own complaints process first.

• Scottish Public Services Ombudsman Contact Details