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Make a complaint

North Ayrshire Council always aims to deliver the best products and services to its residents, customers and visitors, however we know problems can sometimes occur. If something does go wrong it is important we know so we can fix the issue and identify any service improvements.

The Council defines a complaint as being an expression of dissatisfaction from a member of the public about:

  • our actions, or lack of actions, in relation to our responsibilities and activities
  • the standard of service provided, or the standard of a 3rd party service provided, on our behalf

Complaint procedure

What happens when I make a complaint?

We have a two stage complaint procedure.

Stage One

We will always try to action your complaint quickly and within 5 working days if we can. If you are unhappy with our response you can ask us to consider your complaint at Stage Two. 

Stage Two

We will look at your complaint at this stage if:

  • you are unhappy with our response at Stage One
  • you refuse to engage with us at Stage One
  • the complaint is complex and requires detailed investigation

We will acknowledge your complaint at Stage Two and provide our decision in writing within 20 working days unless there is a good reason for needing more time.

The Scottish Public Services Ombudsman

If, after receiving a Stage Two complaint response letter from us you are unhappy with the decision or the way your complaint has been handled, you can ask the Scottish Public Services Ombudsman (SPSO) to consider it and details on how to refer your complaint to them will be contained in the letter.

Please read our Complaints Handling Procedure – Customer Guidance (PDF, 344kb) which provides more information on the procedure, timescales and next steps.

What can I complain about?

You can complain to the Council about things like:

  • products and services provided that were not to an appropriate standard (for example, a window not being fitted correctly, poor quality street cleaning, unsatisfactory grass cutting or unsatisfactory housing repairs)
  • a request for a service or a reply to a query that was not responded to or actioned within the agreed timescale
  • treatment by, or attitude of, one of our employees towards you
  • missed appointments, meetings or call outs
  • matters that relate to our policies (but only where the complaint relates specifically to the way the matter was administered)

How do I complain?

If you have read the above and believe you have a genuine complaint, please:

make your complaint