A summary of our complaints policy
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 policy 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
or
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.