Comments, compliments and complaints

Complaints performance

How we handle and report complaints

We handle complaints using a national process set by the Scottish Public Services Ombudsman. This means all councils deal with complaints in the same way and share results each year. We publish how many complaints we receive, what they are about and what we have done to improve.

Between April 2024 and March 2025, we closed 1,286 complaints. This is a 17% increase from the previous year. We review every complaint to understand what went wrong and how we can do better.

Complaints closed from 1 April 2024 to 31 March 2025

Resource	2021/22	2022/23	2023/24	2024/25
Community and Enterprise	322	289	318	440
Education	247	288	269	253
Finance and Corporate	137	90	115	129
Housing and Technical	208	162	171	192
Social Work	196	218	223	272
Totals	1110	1047	1096	1286

What you told us

Complaints covered a range of services including:

bin collections and waste services
schools and education support
customer contact and response times
housing repairs and neighbourhood issues
social work support and communication

Many people told us about delays, missed services or problems getting clear information.

What we did

We listened and took action to fix issues and prevent them happening again. For example, we:

improved bin collection reminders and resolved missed collections quickly
explained decisions more clearly and apologised where needed
met with families and adjusted school support where concerns were raised
fixed booking errors and reminded staff of correct procedures
improved how we monitor emails and return calls
carried out assessments faster and improved communication with residents

We also reminded staff about customer care standards and provided extra training where needed.

How this helps

Your feedback helps us improve. We use complaints to:

review how services work
fix problems quickly
train and support staff
make long-term improvements

Find out more

You can read our full annual complaints reports on our website:

Page last updated: 10 June 2026