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Customer complaints

A summary of our complaints procedure

East Dunbartonshire Council is committed to providing high-quality customer services.

We do our best to maintain high standards and hopefully you will never have cause to complain. However, occasionally things can go wrong and if they do we want to know so that we can put things right as soon as possible and make sure it doesn't happen again. If something goes wrong or you are dissatisfied with our services, please tell us. 

Our complaints procedure has two stages:

Stage 1 – Frontline Resolution

We aim to resolve complaints quickly and close to where we provided the service.  This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem. We will give you our decision at Stage 1 in five working days or less, unless there are exceptional circumstances. If we can’t resolve your complaint at this stage, we will explain why and tell you what you can do next. 

Stage 2 – Investigation

Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that are complex and require a more detailed investigation. At Stage 2 we will acknowledge receipt of your complaint within 3 working days and give you a full response to the complaint within 20 working days. If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress. Where your complaint has not been resolved at Stage 1 we will discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for.

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 Scottish Public Services Ombudsman (SPSO) to consider it. If you have a complaint about social work you can ask for an independent review panel to consider your complaint. We will tell you how to do this when we send you our final decision.

How to submit a complaint

If you wish to make a complaint there are several ways you can do so.

Complete and submit our online Customer Complaints Form


Download and complete one of the forms below and email to complaints@eastdunbarton.gov.uk. Alternatively post your completed form to the address listed in the Contact Details section of this page.


Last Reviewed: 02/06/2015

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