Complaints

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Renfrewshire Council are committed to providing the highest standards of service to our community. If we do not meet these standards let us know as quickly as possible so that we can put things right.

How to make a complaint
You should follow this procedure if we have made a mistake and you are unhappy with the way we have delivered a service.
Do not follow this procedure to make routine enquiries about our services (such as asking for a repair to your home or letting us know about a public health or trading standards concern). Please make enquiries like these by phoning, writing to or visiting the relevant department.

Step 1 - informal complaints
If you are unhappy with the service you have received, please do the following:

• Contact the relevant council department or the closest local office of that department.
• Briefly explain your concern and ask to speak to a member of staff who can help you or, if you prefer, contact the Customer Services Officer for the relevant department, you can find their contact details in the related content menu on the right.
• We can usually solve problems quickly and easily at this stage. However, if you are still unhappy with our service, or you are not satisfied with our response at step 1, you can go on to make a formal complaint at step 2.
  

Step 2 - formal complaints
Please use the online form below to provide us with all the details of your complaint (include any relevant dates, times and locations).

Complaints online form

We will use the information you give us to deal with your complaint. We may need to check the information you have given with other council departments. We will not give the information to anyone else unless we are allowed to by law:

• Within three working days of receiving your complaint, we will send you an e mail to confirm that we are looking into the matter.
• We will send you a detailed reply to your complaint within 10 working days of sending you our acknowledgement.

Step 3 - appeal
If you are still not happy with how we have dealt with your complaint you can write to the Head of Service or the Director of the department you are complaining about. However, if the Head of Service or the Director has already been involved in dealing with your complaint, you can write to the Chief Executive. Once again, we will send you an acknowledgement within three working days of receiving your letter, and after the Head of Service or the Director has reviewed the matter, he or she will send you a detailed reply within a further 10 working days.

Who else can I contact?
We hope that by following our complaints procedure you will find that your problem is solved quickly and effectively. If however after completing our complaints procedures you still remain dissatisfied, you may of course still refer the problem to the Scottish Public Services Ombudsman. You can contact the Scottish Public Services Ombudsman by:

email: ask@spso.org.uk
website: www.spso.org.uk
phone: 0800 377 7330
fax: 0800 377 7331

address:
4 Melville Street
Edinburgh EH3 7NS

or

Freepost EH641
Edinburgh EH3 0BR

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