How to Make a Complaint to Your Council

If you are unhappy with a service provided by your local council, you have the right to make a complaint.
    Follow these six steps to help you through the complaints process.

  • Prepare your complaint

    Before contacting the council, gather all the information you need.

    Make a note of:

    • What happened.
    • When it happened.
    • Where it happened.
    • Who was involved.

     

    Collect any evidence, such as:

    • Receipts
    • Emails
    • Letters
    • Photographs
    • Dates and times
    • Any other supporting documents

  • Contact the council

    Find the correct department or member of staff responsible for your complaint.

    You can contact the council by:

    • Telephone
    • Contact Scotland BSL
    • BSL video
    • Email
    • Online contact form

  • Send your complaint

    Submit your complaint using the method that works best for you, such as:

    • A BSL video
    • A written letter
    • An email
    • An online form

    Include:

    • A clear description of the issue
    • Supporting evidence
    • The outcome or solution you would like

  • Receive a reply

    The council will acknowledge that they have received your complaint.

    They will normally:

    • Confirm they have received it.
    • Provide you with a complaint reference number.
    • Explain what will happen next.

  • The council investigates

    The council will investigate your complaint by reviewing what happened.

    They may:

    • Ask for more information.
    • Request additional evidence.
    • Arrange a meeting with you.

    If a meeting is arranged, you can request a BSL/English interpreter.

  • Final decision

    The council will provide its final decision.

    If you are happy

    Your complaint has been resolved and no further action is needed.

    If you are not happy

    You can contact the Scottish Public Services Ombudsman (SPSO) to ask for an independent review of your complaint.

    • Contact

    Helen Morgans-Wenhold
    BDA Scotland

    Email: helen.morgans-wenhold@bda.org.uk

    Text: 07885 367674

    FaceTime / WhatsApp: 07885 367674