Complaints - Local Authorities

If you're unhappy with a service from your local council in Scotland, you have the right to complain. 

Before You Start: Get Prepared 📝

To make your complaint as effective as possible, it helps to be prepared. Before you get in touch, try to have the following ready:

• What happened? A clear, brief summary of the issue, including dates, times, and locations.

• Who was involved? The names or job titles of any council staff you dealt with.

• What evidence do you have? Keep copies of any relevant letters, emails, and photos.

• What do you want to happen? Be clear about the outcome you're looking for. This could be an apology, a service being put right, or a change in procedure.

The Official Two-Stage Complaints Process

All Scottish councils use a standard two-stage process.

Stage 1: Frontline Resolution

This is the first step. The council will try to resolve your complaint quickly and directly.

• Timeline: You should get a response within 5 working days.

Stage 2: Investigation

If you are not satisfied with the Stage 1 response, or if your complaint is particularly complex, it will be escalated to Stage 2 for a detailed investigation.

• Timeline: You should get a response within 20 working days.

What You Can (and Cannot) Complain About

It's important to know if the formal complaints procedure is the right path for your issue.

✅ You can complain about:

• The standard of service you received.

• Delays in the council taking action or making a decision.

• Failure by the council to follow its own rules and procedures.

• Your treatment by a member of council staff.

❌ You usually cannot use the complaints procedure for:

• A first-time request for a service 

• Appealing a decision where there is a legal right of appeal 

• Complaints about a councillor's conduct (these go to the Commissioner for Ethical Standards in Public Life in Scotland).

• Requests for information under the Freedom of Information Act.

Important Time Limit: You must normally complain within 6 months of the event. In some cases, this can be extended to 12 months if you only just found out you had a reason to complain.

Finding Your Council's Complaints Procedure

The easiest way to find your council and its specific complaints page is online.

• Visit the mygov.scot website: www.mygov.scot/find-your-local-council

• Enter your postcode. You will be directed to your local council's website.

• Once on their site, search for "complaints" to find the correct form or contact details.

For quick access, here are the main websites for all 32 Scottish councils.

Aberdeen City Council: www.aberdeencity.gov.uk 

Aberdeenshire Council: www.aberdeenshire.gov.uk

Angus Council: www.angus.gov.uk 

Argyll and Bute Council: www.argyll-bute.gov.uk 

Clackmannanshire Council: www.clacks.gov.uk 

Dumfries & Galloway Council: www.dumgal.gov.uk 

Dundee City Council: www.dundeecity.gov.uk  

East Ayrshire Council: www.east-ayrshire.gov.uk  

East Dunbartonshire Council: www.eastdunbarton.gov.uk  

East Lothian Council: www.eastlothian.gov.uk  

East Renfrewshire Council: www.eastrenfrewshire.gov.uk  

City of Edinburgh Council: www.edinburgh.gov.uk  

Falkirk Council: www.falkirk.gov.uk  

Fife Council: www.fife.gov.uk  

Glasgow City Council: www.glasgow.gov.uk  

Highland Council: www.highland.gov.uk  

Inverclyde Council: www.inverclyde.gov.uk  

Midlothian Council: www.midlothian.gov.uk 

Moray Council: www.moray.gov.uk 

Na h-Eileanan Siar (Western Isles): www.cne-siar.gov.uk  

North Ayrshire Council: www.north-ayrshire.gov.uk  

North Lanarkshire Council: www.northlanarkshire.gov.uk  

Orkney Islands Council: www.orkney.gov.uk  

Perth and Kinross Council: www.pkc.gov.uk  

Renfrewshire Council: www.renfrewshire.gov.uk 

Scottish Borders Council: www.scotborders.gov.uk 

Shetland Islands Council: www.shetland.gov.uk 

South Ayrshire Council: www.south-ayrshire.gov.uk 

South Lanarkshire Council: www.southlanarkshire.gov.uk  

Stirling Council: www.stirling.gov.uk  

West Dunbartonshire Council: www.west-dunbarton.gov.uk  

West Lothian Council: www.westlothian.gov.uk 

Unhappy With the Final Response? 🏛️

If you have completed both stages of the council's complaints procedure and are still not satisfied with the outcome, you can ask the Scottish Public Services Ombudsman (SPSO) to look at your case. The SPSO is an independent and impartial organisation that investigates complaints about public services in Scotland.

• Website: www.spso.org.uk

• Freephone: 0800 377 7330

Where to Get Free Help and Advice

You don't have to make a complaint alone. These organisations can offer free, confidential support.

• Citizens Advice Scotland: Your local bureau can provide practical advice and help you write your complaint. Find your nearest office at www.cas.org.uk.

• Scottish Independent Advocacy Alliance (SIAA): An advocate can help you express your views and stand up for your rights. Find a local advocacy service at www.siaa.org.uk.

Note on Social Work & Education: Some councils have slightly different procedures for social work and education complaints. It's always best to check their website for specific details.