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Complaints, feedback and having your say

Complaints procedure

Our two stage complaints procedure is a Scotland-wide standard.

East Renfrewshire Council is committed to providing high-quality customer services. However, we do understand that sometimes things can go wrong. We value complaints and use the information from them to help us improve our services. 

In 2013 we changed how we handled customer complaints. All Scottish councils now follow the same procedure to ensure that complaints are dealt with consistently.

From 2017 social work complaints (and complaints regarding the governing body of the Health and Social Care Partnership (HSCP) - the Integrated Joint Board (IJB)) came under a similar complaints procedure.   Complaints regarding social work services / the IJB should now be made in the same way as other council services - using the online form below.  

Our dealing with complaints booklet can be downloaded and provides more information on our procedure and how to make a complaint:

Our complaints procedure

Following statutory direction from the Scottish Public Services Ombudsman (SPSO) we have adopted a two stage approach to handling complaints.

Stage one: Frontline resolution

We will give you our decision at Stage 1 in five working days or less, unless there are exceptional circumstances.

Stage two: Investigation

For complaints not resolved at Stage 1 or those that are complex and require detailed investigation, we will:

  • Acknowledge receipt of your complaint within three working days.
  • Give you a full response to the complaint as soon as possible and within 20 working days.

This two stage approach strengthens our commitment to handling complaints effectively and efficiently.  It helps us to improve our services based on your feedback.

Please use our online form to submit a complaint:

Make a complaint

Note on complaints regarding the HSCP Integrated Joint Board (IJB):  

From August 2017 the IJB was required to publish it's own complaints procedure.  Complaints to the IJB are limited to dissatisfaction with:

  • IJB  policies
  • IJB decisions
  • the administrative or decision-making processes followed by IJB in coming to a decision


What to do if you are still not satisfied

If you are still unhappy with the council's response, after going through all the stages your next option is to take your complaint to the Scottish Public Services Ombudsman (SPSO). Information on how to do this can be found on the SPSO website:

The SPSO will only look into complaints once you have been through the full formal complaints procedure.

Other kinds of complaints

The council has a number of processes that have been set up to deal with specific other kinds of complaints. Some of these are required by law. An example would be complaints about a Councillor which are handled by a national body: 

If this is the case, we will let you know you what the appropriate route is or explain why your complaint cannot be dealt with further. If you wish to make an anonymous complaint please call 0141 577 3001, write to us or visit one of our service centres. 

Please be aware of our policy on how we expect our staff to be treated:

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Complaints, feedback and having your say

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