Comhairle nan Eilean Siar
Complaints Procedure
The Comhairle aims to provide high quality services. However, sometimes we can make mistakes. When problems arise we would like the opportunity to put matters right.
We also like to know when a service is delivered well. All complaints and compliments will be recorded by the Comhairle and the information used to improve Comhairle services.
How do I make a complaint?
- In the first instance speak to or contact the staff providing the service that you are unhappy about. Most problems can be dealt with quickly by people closest to the situation.
- If you are unhappy with the response or feel unable to approach these staff directly then you can make a formal complaint in a number of ways:
- By telephoning the Comhairle on 0845 600 70 90 and asking to speak to the Departmental Complaints Officer
- By writing to the Complaints Officer for the relevant services at Comhairle nan Eilean Siar, Council Offices, Sandwick Road, Stornoway, Isle of Lewis, HS1 2BW
- By sending an email to enquiries@cne-siar.gov.uk
- By completing a Complaints Form (PDF, 210K)
How will my complaint be dealt with?
- The Departmental Complaints Officer should acknowledge receipt of your formal complaint within five working days and may, if necessary, arrange to interview you to clarify the grounds of your complaint. The Departmental Complaints Officer should aim to conclude their investigation and notify the outcome to you within 15 working days of your initial interview. If the complaint is particularly complex and the Departmental Complaints Officer needs more time to conclude their investigation, he/she will remain in contact with you providing such progress updates as necessary.
What do I do if I am still not happy?
- For Social Work Complaints – if you are not satisfied with the outcome of your complaint you have the right to request that a Complaints Review Panel considers your complaint. You must request this within 28 working days of receiving your letter, and the Panel must meet and report their findings within 56 working days of your request.
- If you are not satisfied with the decision you can appeal in writing to the Chief Executive. Receipt of your appeal will be acknowledged in 5 working days. The aim is to conduct the review within 15 days. if the complaint is particularly complex and a longer period is required you will be advised of progress with the review.
- In both cases, if you are still not satisfied you have the right to take your complaint to the Scottish Public Services Ombudsman at;
4 Melville Street
EDINBURGH
EH3 7NS
Tel: 0800 377 7330
E-mail: ask@spso.org.uk
Website: www.spso.org.uk
