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Home   Contact us   Complaints and feedback   Make a complaint

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. We use this information to help us improve.

A complaint is an expression of dissatisfaction about:

  • our action, or lack of action
  • the standard of service provided by us, or on our behalf.

What can't I complain about?

There are some things you can't raise as a complaint, these include:

  • contacting the council about an issue, or a concern, for the first time (eg a broken street light, a blocked drain, graffiti) these are handled as service requests, not complaints
  • a request for information or an explanation of a policy or practice, these are handled as enquiries
  • requests for compensation from the council (including matters which are in the hands of the council's insurers)
  • issues that are in court, or have already been heard by a court or a tribunal
  • a disagreement with a decision where a formal route of appeal exists (eg council tax or planning) these should be progressed through the relevant appeal route
  • complaints about the way a Freedom of Information or Data Protection Act request has been managed, these should be progressed directly with our Information Governance Team
  • an attempt to reopen a previously concluded complaint, or to have a complaint reconsidered where we have already given our final decision

What can I complain about?

You can complain about things like:

  • products and services that were provided by the council, but not to an appropriate standard (eg a front door or windows being fitted incorrectly, poor quality street cleaning or grass cutting)
  • service requests or queries that were not answered or actioned within the agreed timescales
  • treatment by, or attitude of, a member of staff
  • missed appointments or call outs
  • matters that relate to council policies, but only where the complaint relates specifically to the way the matter was administered.

Complaints procedure

Make a complaint:

  • online
  • by telephone, to the relevant department
  • in writing to: Customer Complaint Team, Cunninghame House, Irvine, KA12 8EE (complaints relating to North Ayrshire Health and Social Care Partnership should be addressed to: Health and Social Care Partnership Complaints Department, 5th floor west, Cunninghame House, Irvine, KA12 8EE)
  • 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. If it is clear that the matter will need a detailed investigation, we'll 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'll tell you how to do this when we send you our final decision.

For more information read our Complaints Handling Procedure – Customer Guidance (PDF, 2.7mb).