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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.
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    Follow these six steps to help you through the complaints process.

    Step 1

    Prepare your complaint

    • Make a note of what happened
    • Collect proof – receipts, emails, photos, dates and time

    Step 2

    Contact the council

    • Find the right staff
    • Use phone – Contact Scotland BSL, BSL video, email, or online form

    Step 3

    Send your complaint

    • Use BSL video or write a letter
    • Make sure to add the list of the issue, proof, and solution

    Step 4

    Get a Reply from the council

    • The council will tell you they received your complaint
    • You will get a reference number

    Step 5

    Find out from the council

    • The council will check what happened
    • They may ask for more information or arrange a meeting with you, along with a BSL/English interpreter

    Step 6

    Get the final decision

    • If happy with the solution, everything is sorted
    • If not happy, you contact the SPSO

    Contact

    Helen Morgans-Wenhold
    BDA Scotland

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

    Text: 07885 367674

    FaceTime / WhatsApp: 07885 367674