Make a complaint

Find out about complaints procedure.

Service information

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

What's a complaint?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

Is your issue a complaint?

Is the issue you want to raise:

  •    a routine first time request for a service like a missed bin?
  •    a first time reporting of a fault like a pothole or a broken street light?
  •    a request for compensation only like insurance or third party claim?
  •    issues that are in court or have already been heard by a court or a tribunal?
  •    a disagreement with a decision where a statutory right of appeal exists, for example in relation to council tax or planning?

Before you start

Icon for pdf Read about how we handle complaints [153.2KB].

We'll also ask you for:

  • your full name and contact details
  • as much as you can about the complaint
  • what has gone wrong
  • what outcome you are seeking

How to make a complaint

Complain online

What happens next

If you're still unhappy with our response after going through all the stages your next option's to take your complaint to the Scottish Public Services Ombudsman (SPSO). 

Please note, the SPSO will only look into complaints once you've been through the full formal complaints procedure.

Last modified on 14 October 2022