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.
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
Your complaint may involve more than one council service or be about someone working on our behalf.
What can't I complain about?
There are some things we can't deal with through our complaints handling procedure. These include:
- a routine first-time request for a service, for example a first-time request for a housing repair, reporting a faulty street lighting, broken leisure equipment etc
- when you ask for information or an explanation of a policy or practice
- when you make 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
You can complain in person at any of our public facing offices or in the following ways:
- by submitting an online complaint (please note this form is for complaints only. If you would like to make a compliment or suggestion, please use the relevant form on the left hand side of this page)
- by phoning the relevant department
- in writing to the Customer Services Corporate Complaint Team, Bridgegate House, Irvine, KA12 8BD
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 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 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).