Renfrewshire Council

Make a complaint about Renfrewshire Council

Please note that due to the festive break any complaints received after 14.30 on Thursday 24 December 2020 will not be processed until we reopen after the festive break on Wednesday 6 January 2021.

You can now use MyAccount to make a complaint or compliment.

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

You can complain about things like:

  • delays in responding to your enquiries and requests
  • failure to provide a service
  • our standard of service
  • our policies
  • treatment by or attitude of a member of staff, or
  • our failure to follow proper procedure.

Your complaint may involve more than one council service or be about someone working on our behalf.

There are some things we can't deal with through our complaints handling procedure. These include:

  • a routine first-time request for a service, for example, a first-time request for a housing repair or action on antisocial behaviour
  • requests for compensation from the council
  • reports of alleged bullying made by pupils/parents/others (these are treated as bullying incidents under the Council's bullying policy 'Respect Me'), or
  • things that are covered by a right of appeal, for example, the level of priority given when applying for a house or a refusal to grant planning permission.

If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.

Who can complain?

Anyone can make a complaint, including the representatives of someone who is dissatisfied with our service.

We understand that you may be unable of reluctant to make a complaint yourself. We can take complaints from a friend, relative or an advocate if you have given them your consent to complain for you.

For more information about advocacy:

Scottish Independent Advocacy Alliance

Equality Advisory Support Service

  • phone: 0808 800 0082
  • textphone: 0808 800 0084
  • post:FREEPOST Equality Advisory Support Service HELPLINE FPN6521

In line with the requirements of the Equality Act 2010, we aim to make our complaints process easy and accessible. We make reasonable adjustments to assist you if you have a disability that prevents you from making a complaint in writing. We can also help if English is not your first language by offering translation services. If you need information in another format such as large print or Braille, please let us know.

How do I complain?

You can complete the online form above or:

  • phone: 0300 300 0300
  • email:
  • write to:Complaints Officer, Renfrewshire Council, Renfrewshire House, Cotton St, Paisley PA1 1WB

It is usually easier for us to resolve complaints if you make them quickly and directly to the service concerned. So please talk to a member of staff at the service you are complaining about. Then they can try to resolve any problems on the spot.

When complaining, tell us:

  • your full name and address
  • as much as you can about the complaint
  • what has gone wrong, and
  • how you want us to resolve the matter.

Please note that if you are including attachments to your complaint email, there is a size limit of 5120KB

How long do I have to make a complaint?

Normally, you should make your complaint within six months of:

  • the event you want to complain about, or
  • finding out that you have a reason to complain, but not longer than 12 months after the event itself.

In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.

What happens when I have complained?

We will always tell you who is dealing with your complaint.

Our complaints procedure has two stages:

Frontline response

We aim to resolve complaints quickly and close to where we provided the service, within 5 working days or less. This could mean on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.

If we can't resolve your complaint at this stage, we'll explain why and tell you what you can do next. We might suggest that your complaint is moved to investigation stage. You may choose to do this immediately or sometime after you get our initial decision.


The investigation stage deals with two types of complaint: those that have not been resolved at frontline resolution and  and those that are complex and need detailed investigation.

When using the investigation stage we will:

  • acknowledge receipt of your complaint within three working days
  • discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for, and
  • provide you with a full response to the complaint as soon as possible and within 20 working days.

If our investigation will take longer than 20 working days, we will tell you. We'll agree revised time limits with you and keep you updated on progress.

What if I'm still not satisfied?

After we have fully investigated, if you are still not satisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.

You can ask the SPSO to look at your complaint if:

  • you have gone all the way through our Complaints Handling Procedure
  • it is less than 12 months after you became aware of the matter you want to complain about, and
  • the matter has not been (and is not being) considered in court.

You can contact the SPSO using the following:

  • phone: FREEPHONE 0800 377 7330
  • web: SPSO website
  • write to:Freepost SPSO

Council housing complaints

If you are a Renfrewshire Council tenant and you are unhappy about the services you receive or have issues about the way we are operate, you can use the Council's complaints procedure noted above, to report your concerns.

A significant performance failure is something that your landlord does, or fails to do, that puts the interests of its tenants at risk. This is something that does, or could, affect all of your landlord's tenants.

If your landlord does not deal with the failure using the complaints procedure noted above, you can contact the Scottish Housing Regulator. Their Significant Performance Failures page provides more information on what you should do and how to raise your concerns with them using the form provided by the Regulator.