Comments and Complaints
Help us to provide you with a better service
Tell us when something has gone wrong so that we can put it right.
Tell us when something has gone wrong so that we can put it right.
A complaint is the expression of dissatisfaction with an organisations procedures, charges, employees, agents or quality of service. All complaints are treated in a confidential manner, subject to Data Protection and Freedom of Information legislation.
Introduction
Argyll and Bute Council is committed to providing a high standard of service at a reasonable cost. To ensure that we maintain and improve our services we need you to tell us about our successes, failures or any suggestions for improvement.Let us know if:
You feel we have done something wrong.
We have not done something we should have done.
You have been treated unfairly.
From time to time things may go wrong. When this happens we want to put it right quickly and take action to prevent it happening again. Some problems or enquiries are not complaints. For example, you don't need to use the complaint procedure if:
You want to query a letter or bill
You want to report a repair (e.g. street lighting or pot-hole)
You want to write to us objecting to a proposal e.g. planning application
You want to write to us objecting to a Council policy
Simply contact the appropriate service.
Making a Complaint
You can make your complaint in person, by phone, e-mail or in writing to your local area office or you can use the complaints form attached Where a complaint specifically concerns allegations about the actions, personal conduct or attitude of an individual officer this must be in the form of a written statement either provided directly by the customer or signed by them.
The Council has a three stage complaints procedure as follows:
Stage One
Most complaints can be resolved informally by speaking directly to staff in your local area office. If they cannot sort out your complaint immediately they will pass it to the local Area Manager, who will send you a letter within 3 working days advising you who is dealing with your complaint and the date by which they will endeavour to respond. (Normally within 10 working days).
If you are unsure how to contact your local area office, telephone the Council Headquarters at Kilmory on 01546 602127 or email enquiries@argyll-bute.gov.uk
Stage Two
If you are not satisfied with the outcome of your complaint at stage 1, you can ask for a review to be carried out by writing to the Service Complaints Officer as detailed below. You should enclose a copy of your original correspondence and the response.This officer will issue a written acknowledgement within 3 working days advising you of the name of the Head of Service or designated officer dealing with the review and the reference number. The letter will advise you of the date by which they will endeavour to respond. (Normally within 20 working days).
Community Services
Fiona Ferguson, Argyll and Bute Council, Kilmory, Lochgilphead, Argyll, PA31 8RT
Corporate Services
Iain Jackson, as above
Development Services
Dave Tomlinson, as above.
Operational Services
Terry Markwick, Argyll and Bute Council, Manse Brae, Lochgilphead, Argyll, PA31 8RD
Stage Three
If you are not satisfied with the outcome of your complaint at stage 2, you can ask for a further review to be carried out by writing to the Chief Executive, Argyll and Bute Council, Kilmory, Lochgilphead, Argyll PA31 8RT.
You should enclose copies of your stage 1 and stage 2 correspondence. A written acknowledgement will be sent to you within 3 working days advising you of the name of the designated officer dealing with the review and the date by which they will endeavour to respond. (Normally within 20 working days).
Scottish Public Services Ombudsman
Finally, if you remain dissatisfied with the way we have dealt with your complaint you have the right to ask the Scottish Public Services Ombudsman to look at your complaint. The address of the Ombudsman's Office is
4 Melville Street, Edinburgh, EH3 7NS
Tel: 0800 377 7330
Fax: 0800 377 7331
email: ask@spso.org.uk I
If you wish to write to the Ombudsman you can use the following Freepost address: Freepost EH641, Edinburgh EH3 OBR.
Your Local Councillor or MP/MSP:
While you can also ask your local Councillor, MP or MSP to follow up your complaint, it will still go through the three stages. You can obtain their contact details from your local Council offices, or from Members Services Tel. No: 01546 604305 or alternatively from the Council's web site: www.argyll-bute.gov.uk
Partner Organisation
If, when you register your complaint or through our investigation, it is apparent that the cause of dissatisfaction is with a partner organisation, we will return your correspondence and advise you to whom your complaint should be sent.
Statutory Complaints Procedures
Some complaints are covered by statutory procedures, different from those outlined above, and if they apply to your complaint we will let you know. Examples are detailed below:
EDUCATION: All complaints should, in the first instance, go to the head teacher or the officer in charge. Complaint forms are available in schools and from the Quality Standards Manager, Education Office, Argyll House, Alexandra Parade, Dunoon, PA23 8AJ, Tel: 01369 708528
SOCIAL WORK SERVICES: There are laws guiding complaints about Social Work Services. Service users with a complaint should, in the first instance contact their local Area Service Manager or Resource Manager. The Quality Assurance Manger is responsible for the monitoring of complaints and comments and on some occasions will investigate complaints. Contact: Quality Assurance Manager, Social Work Service, Community Services, Kilmory, Lochgilphead PA31 8RT Tel No: 01546 604597
Email: qualityassurance@argyll-bute.gov.uk
Unacceptable Behaviour by Complainants
The Council accepts that there may have been upsetting or distressing circumstances leading up to a complaint, however, the actions of complainants who are angry, demanding or persistent may result in unacceptable behaviour towards Council staff. W
Whilst Council staff are encouraged not to view behaviour as unacceptable just because a complainant is forceful, it will be for the member of staff to decide when they consider the behaviour of a complainant to be unacceptable. If such a situation arises then the member of staff will confirm to the complainant that they are no longer prepared to deal with the matter and refer the complainant to an appropriate line manager.
Anonymous Complaints
These will not be dealt with under the Complaints Procedure. They will be treated as information only and dealt with as appropriate in each individual case.
