Comments, compliments and complaints procedure
Due to the ongoing impact of coronavirus (COVID-19) on council services, we are applying extensions to our timescales for complaints handling. We sincerely apologise for the inconvenience this may cause.
In light of the current situation, we would encourage you not to submit a complaint to our offices if it is about the following matters:
- delays with processing complaints
- delays with complaint responses
- matters which are likely to resolve themselves within the next few weeks/months
- delays in service delivery which are the result of organisations having to cope with COVID-19 and which are non-essential
- the issue is the result of our organisation having to cope with COVID-19 related issues and the knock-on effect across communities
If there are areas when the service you have received from us has fallen below expectation or our response to your complaint has taken us longer than the stated timescale, we do appreciate your patience and we will respond to you as soon as possible.
We take complaints about our services seriously and deal with them in confidence. We use the information to try to improve our services to prevent the same issues happening again.
What's a complaint and what's not
There are some things we can't deal with through our complaints handling procedures. For more information please read our what is a complaint and what is not a complaint page.
When complaining, tell us:
- your full name and address
- as much as you can about the complaint
- what has gone wrong
- how you want us to resolve the matter
If you choose to remain anonymous and do not provide us with a contact name or address, it will not be possible for us to get back to you in relation to your comment or complaint.
Other ways to make your complaint
You can also make your complaint in person, by phoning our Customer Services Centre on 0303 123 1015, or in writing to Freepost RSGJ-EYAE-EGBC, CSC, South Lanarkshire Council, 45 John Street, Blantyre, Glasgow G72 0JG (you do not need a stamp).
When you make a complaint, we will log information about your complaint and your name and contact details. Information will only be collected and stored for the purposes of dealing with your complaint and improving our services. Your complaint and details will be treated confidentially.
Comments received will be evaluated. Where it is possible to improve service delivery, the manager will write to the sender, advising of the outcome within 10 working days. You can use the online comments and complaints form.
Compliments received will be brought to the attention of the manager and staff member(s) concerned.
How long do I have to make a complaint
It is usually easier for us to resolve complaints if you make them quickly and directly to the service concerned.
Normally, you must make your complaint within six months but no longer than 12 months after the event itself.
In exceptional circumstances, we may be able to accept a complaint after this time limit. If you feel that the time limit should not apply to your complaint, please tell us why.
Have you been treated fairly?
If you feel you did not get the service, help or information you expected because of your age, gender, gender identity, race, disability, sexual orientation or religion/belief, please let us know.
Getting help to make your complaint
We understand that you may be unable, or reluctant to make a complaint yourself. Please read our page on getting help to make your complaint for help and advice.
Guide to our complaints procedure
We have a two-stage complaints procedure. We will always try to deal with your complaint quickly. But if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.
Stage 1: frontline resolution
We will always try to resolve your complaint quickly, within five working days if we can.
If you are dissatisfied with our response, you can ask us to consider your complaint again.
Stage 2: investigation
We will look at your complaint at this stage if you are dissatisfied with our first response. We may also look at your complaint immediately at this stage, if it is clear that it is complex or needs detailed investigation.
We will acknowledge your complaint within three working days. We will give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.
The Scottish Public Services Ombudsman (SPSO)
If, after receiving our final decision on your complaint, you remain dissatisfied with our decision on the way we handled your complaint, you can ask the SPSO to consider it.
We will tell you how to do this when we send you our final decision. For more information please go to our Scottish Public Services Ombudsman page.
The SPSO offers a range of fact sheets designed to give advice on some common topics of complaint that members of the public enquire about. They outline what the SPSO can and cannot do about a specific complaint and provide details of other organisations that might be able to offer help or support to customers.