At Falkirk Council we aim to provide high quality services to everyone in our community, but sometimes we might not reach the high standards you expect. We take complaints seriously, and by telling us when things go wrong you will be helping us to improve our services.
Falkirk Council values your opinion: help us to help you by using the complaints procedure. We want you to be happy with our services and your comments and opinions play an important part in how we improve our services to you.
What is a complaint?
Complaints fall into different categories. They may involve:
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the failure to provide a service at a standard you expect from the Council
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a delay in responding to an enquiry or a request for service
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a failure to follow the Council's policies, rules or procedures
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Falkirk Council's complaints procedure is designed to ensure that your complaint is dealt with promptly, efficiently and fairly.
How do I complain?
In the first instance you should speak to the staff providing the service you wish to complain about. In most instances problems can be dealt with quickly by the people closest to the situation.
However, if you feel your complaint has not been resolved or handled satisfactorily you can make a formal complaint. We can help you make your formal complaint if required.
Making a formal complaint
You can make a formal complaint:
When making your complaint you should give the following information:
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the date
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your full name
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your address
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your contact telephone number
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a relevant Council Tax or rent number, if appropriate
Who do I complain to?
Going through the relevant department first will make it easier and quicker to sort out the problem. You can find a list of Falkirk Council's departments and the services they provide here.|
If you're still not sure who to contact, you can telephone our Contact Centre on 01324 506070. From here, we can put you in touch with the correct Council Service.
What happens next?
If the complaint cannot be resolved immediately, it will be noted in our complaints system. We will send a full written response answering the points you raised within seven working days.
If we can't meet the seven working days target – for example if it is a complex complaint involving more than one Service – we will send you a letter to let you know when a full response will be given.
Complaining to a Service Director
If you are not satisfied with the written response then you can raise this with the Service Director who will review your complaint. A response will be provided within a further ten working days.
Again, if we can't meet the ten working days target, we'll send you a letter to let you know when a full response will be given.
Complaining to the Chief Executive
The final stage of the Falkirk Council complaints procedure is to make your unresolved complaint known to the Chief Executive. Your complaint will be reviewed and the Chief Executive, or a nominated officer, will respond to you in writing.
Taking your complaint to the Scottish Public Services Ombudsman
If you're still unhappy with the Council's response, you have the right to take your complaint to the Scottish Public Services Ombudsman (SPSO).
Before taking any action, the Ombudsman will normally expect that you have contacted the Council about your complaint, and that the Council has been given ample opportunity to resolve the issue.
The Scottish Public Services Ombudsman (SPSO)
Freepost EH641
Edinburgh EH3 0BR
telephone: 0800 377 7330
fax: 0800 377 7331
textphone: 0790 049 4372
website: www.spso.org.uk|
email: ask@spso.org.uk|
Education and Social Work Services
Because of statutory requirements, Education Services and Social Work Services have different complaints procedures in operation.
Education Services
Any complaints about Education Services should be raised with the headteacher of the school in the first instance.
Hopefully the issue can be resolved at this level but, if it is not, you should then contact the Complaints Officer for Education Services| at the Council. We will provide a written response within seven working days.
If you are still not satisfied with our response then we will advise you of the next stage in the process and the timescales involved.
Social Work Services
In Social Work, if your complaint can't be resolved at a local level it will be forwarded to the Complaints Officer for Social Work Services|. They will acknowledge receipt within five working days and report the outcome of an investigation within 28 days. If your complaint is complicated then it may take longer, but you will still be informed of progress.
If you are still not happy with our response then you may take your complaint to The Scottish Commission for the Regulation of Care (the Care Commission).
The Scottish Commission for the Regulation of Care
Compass House
11 Riverside Drive
Dundee DD1 4NY
telephone: 01382 207100
fax: 01382 207289
website: www.carecommission.com|