Comments, compliments and complaints procedure

When dealing with complaints from children and young people, we must follow certain principles. These principles help ensure that the complaints process is fair and easy to understand. You can find more information about these principles on the Scottish Public Services Ombudsman (SPSO) website.

A child is anyone under 18 years old. Complaints can be: 

• Made directly by a child 
• Made by an adult on behalf of a child or about something that affects a child

The principles and guidance help us handle complaints in a way that is friendly for children and follows the United Nations rules.

When making the complaints process child friendly, we must:

• Let children and young people up to 18 years old share their views in a way that they feel comfortable with 
• Keep a good record of the complaints process and the evidence 
• Give feedback to the child or young person in a way that makes sense to them

You can find more information about the new rule and what it means on the Getting It Right for South Lanarkshire’s Children pages.