The Council has adopted the Scottish Public Services Ombudsman's model complaint handling procedure. New procedures for complaint handling,introduced with effect from 14 November 2012 replace the existing procedures. The new Complaints Handling Policy and guidance can be viewed at the links below. Handling procedures for the Social Work Complaints remain unchanged.
Please click on the images below to read "How to Complain - A Guide" and "How to Complain - An Easy-to-Use Guide" :
For more information please see Complaints Handling Policy (513kb)
For more detailed advice or to obtain a copy of the procedure in another format contact 01343 543451 or email firstname.lastname@example.org
How to Complain About Social Work Services - (138kb) (this link opens in a new window)
A complaint is an expression of dissatisfaction with the Council’s procedures, charges, employees, agents or quality of service. They provide the Council with an opportunity to understand the views of customers, to put things right when they have gone wrong and to improve service delivery.
The appropriate appeal procedure must be used in such instances rather than the complaints procedure