North Ayrshire Council Complaints Procedure
North Ayrshire Council is committed to providing high quality customer services. If something goes wrong or you are dissatisfied with our services, please tell us. We value complaints and use the information from them to help us improve our services.
We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
You can complain in person at any of our public facing offices or in the following ways:
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 at Stage 2.
Stage 2: investigation
We will look at your complaint at this stage if you are dissatisfied with our response at Stage 1. We also look at some complaints immediately at this stage, if it is clear that they are complex or need 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
If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we have 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 read our Complaints Handling Procedure – Customer Guidance (PDF, 447kb).