Have your say

Comments, compliments and complaints

Comments, compliments and complaints from customers can help us to improve our services. Customers' views and suggestions can make a big difference to the way we do things. Comments, compliments and complaints can help to:
improve the quality of Council services
increase customer satisfaction
prevent problems from getting worse 
bring the Council closer to its customers by taking their views on board

Comments

The Council welcomes the views and comments of customers on any aspect of service delivery.  All employees should offer to help customers write down their comment. All comments should be acknowledged within two working days with a full response sent within 10 working days.

Compliments

Customers are encouraged to tell us when they have received excellent customer service from any employee(s) of the Council, or if they believe that someone has carried out their duties in an exceptional manner.  All employees should offer to help customers write down their compliment.

Complaints - Background to the new procedure

Following consultation with the Scottish Public Services Ombudsman (SPSO), the new complaints handling procedure 'have your say' has been developed to ensure that there is a standard and consistent approach to complaints handling across all Scottish local authorities that is simple and effective.     

The aim of the new process is to help us streamline the way in which we handle complaints and 'get it right first time'.

This new approach will reflect our commitment to valuing complaints and using feedback to allow us to continually improve our services.  Listening carefully to people's views and dealing well with their concerns when they arise, is very important to us.

Complaints also give us valuable information we can use to improve the way we deliver our services and help us to learn any lessons we can to prevent similar problems happening again.