Comments, compliments and complaints

We want to hear from you. You can make a comment, give a compliment or raise a complaint about our services at any time. Your feedback helps us fix problems and improve what we do. We treat all complaints in confidence.

Full details of the complaints handling procedure can be viewed in British Sign Language (BSL) on our YouTube film below.

You can contact us using our online form. If you need support to do this, we can help.

What is a complaint?

A complaint is when you tell us you are unhappy with a service, something we did, or something we did not do.

You can complain about:

• delays or no response
• not receiving a service
• poor standards of service
• how staff treated you
• not following the correct process
• unfair treatment based on age, disability, race, religion, gender or sexual orientation
• council policy (we will consider this when reviewing policies)

How we deal with complaints

We use a two-stage process:

Stage 1 – early review

We aim to resolve your complaint within 5 working days.

Stage 2 – investigation

If you are not satisfied with our response, you can ask for a review. We will respond within 20 working days. We may move straight to this stage if your complaint is complex.

If you are still unhappy after our final decision, you can ask the Scottish Public Services Ombudsman to review your complaint. We will explain how to do this.

Time limits

Please raise your complaint within 6 months of the issue. We may accept it later in some cases if you explain why.

Comments and compliments

You can also use the form to:

• make a suggestion
• tell us what we did well

We review all feedback. We aim to respond to comments within 10 working days and will share compliments with staff.

Your privacy

We only collect the information we need to handle your feedback and improve services. We keep your information confidential.

Need help?

If you find it difficult to make a complaint, support is available. Please visit our help page.