Complaints procedure
The Listening & Learning Scheme (PDF 1.41Mb) is one of the ways that the Council learns from our customers.
If you are unhappy with our service and have a complaint, there are various stages which we follow.
Stage 1- the Informal Complaint
You can speak to the staff of the particular Service either in person or by telephone and they will attempt to resolve the matter for you quickly and informally "on the spot". You can also use the Customer Comments Form, write a letter or send comments electronically using the "Contact Us" facility on our website.
Stage 2 – The Formal Complaint
If a complaint cannot be resolved right away, or if you are still unhappy following Stage 1, or if you specifically request a written response, the Service involved will investigate the matter and respond in writing to you.
Stage 3 – Review by a Corporate Director
If you still remain unhappy following Stage 2, you can request a review of your complaint. This will be conducted by the Director or equivalent of the Service being complained about.
Social Services complaints
Following Stage 3 in the case of complaints about Social Services you can also request that the Social Work Complaints Review Committee looks into the matter.
Your request should be made within one month of receiving the Stage 3 response. You have the option to complain to the Scottish Public Services Ombudsman.
Time-scale for response
We will acknowledge all formal complaints within 3 working days and send you our response within 20 working days.
Further advice
Some complaints will need to be handled differently for legal and other reasons. We will inform you when this applies. You might want to contact your Councillor.
Scottish Public Services Ombudsman (SPSO)
We hope that we can resolve your complaint, but if you are still unhappy, you have the right to complain to the following bodies, whose services are free and independent.
The Scottish Public Services Ombudsman (SPSO) can investigate complaints against the Council if you believe you have suffered injustice or hardship as a result of a poor service we have delivered or our failure to deliver a service. Some restrictions normally apply:
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you must first have exhausted the Council's complaints process;
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you must make your complaint to the SPSO within 12 months of becoming aware of the matter.
The SPSO's service is independent, impartial and free.
Telephone: 0800-377-7330
Text: 0790-049-4372
Email: ask@spso.org.uk
www.scottishombudsman.org.uk
When an issue involving North Ayrshire Council is investigated by the SPSO we are required to make arrangements for the public to inspect or obtain copies of the report. We must also publicise such arrangements.
Care Commission
Complaints about provision of care are dealt with by the Care Commission (Telephone: 0845-603-0890)