Complaints
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.
How to Complain
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) 
How to Complain About Social Work Services
How to Complain About Social Work Services - (138kb) (this link opens in a new window)
For more detailed advice or to obtain a copy of the procedure in another format contact 01343 543451 or email complaints@moray.gov.uk
What is a complaint?
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.
Matters not regarded as a complaint
- initial reporting of faults
- request for a service
- Dissatisfaction with Council policy or decision by Council’s committees or sub committees. These should be taken up with the appropriate councillor
- Insurance claims
- Legal matters
- Outcomes of planning applications and planning enforcement although complaints will be considered about the application of the associated procedures
Matters covered by other procedures
- Conduct of Elected Members will be in accordance with local policy (How to make a Complaint against a Moray Councillor) but ultimately is governed by the Standards Commission which carries out investigations into any complaint against elected members.
- Statutory Social Work Complaints (i.e. those services provided under a statutory obligation) have their own separate procedures (439kb)
- Where a statutory right of appeal exists i.e. Planning refusal, exclusion of pupils from school, valuation appeals. The appropriate appeal procedure must be used in such instances rather than the complaints procedure.
The appropriate appeal procedure must be used in such instances rather than the complaints procedure
