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North Ayrshire Council

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Make a complaint

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. You can make a complaint online.

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. We use this information to help us improve our services.

Our complaints procedure is detailed below.

What can I complain about?

You can complain about things like:

  • delays in responding to your enquiries and requests
  • failure to provide a service
  • our standard of service
  • council policy
  • treatment by, or attitude of, a member of staff
  • our failure to follow proper procedure

What can't I complain about?

There are some things we can't deal with through our complaints handling procedure, including:

  • a first request for services
  • a request for information or an explanation of a policy or practice
  • a request under the Freedom of Information Act or Data Protection Act
  • requests for compensation from the council
  • issues that are in court, or have already been heard by a court or a tribunal
  • a disagreement with a decision where a statutory right of appeal exists, for example in relation to council tax or planning
  • an attempt to re-open a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision

Complaints procedure

You can complain:

  • online 
  • by telephone to the relevant department
  • in writing to: Customer Services Corporate Complaint Team, Bridgegate House, Irvine, KA12 8BD
  • in person at any of our public facing offices

We have a 2 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 5 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: Frontline resolution
  • you refuse to co-operate with Stage 1: Frontline resolution
  • the issue raised is complex and requires detailed investigation
  • the complaint has been identified as serious, high risk or high profile

We may look at complaints immediately at Stage 2, if it is clear that they are complex or need detailed investigation.

We will acknowledge your Stage 2 complaint within 3 working days and 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 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).

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