In West Dunbartonshire Council we are committed to providing the best quality services which we can afford and we aim constantly to improve those services. In all big organisations like ours, things sometimes go wrong. With your help, we aim to identify problems, to solve them quickly and efficiently and to prevent them happening again. Your views matter to us. Our complaints procedure lets you tell us what you feel has gone wrong and helps us improve our services for everyone.
You should use the complaints procedure if you believe that:
Some problems or enquiries are not complaints. Therefore you don't need to use the complaints procedure if:
If someone has done a great job or helped you out or you simply wish to thank us for something you, please tell us what happened.
Contact the Service area direct, a member of staff will try to sort things out for you on the spot.
It is easier to resolve complaints if made quickly and directly to the service area concerned, Staff will try to resolve the matter for you on the spot or if they cannot and further action is required they will let you know and pass this to our Customer Relations Team to take forward.
If they are unable to resolve the matter for you or you did not feel comfortable going directly to the service area, please contact the Customer Relations Team
By phone: 01389 738273
By E-mail: firstname.lastname@example.org
In Writing: West Dunbartonshire Council, Customer Relations, 3 Aurora House, Queens Quay Clydebank, G81 1BF
Please note by calling or completing the online form your complaint will reach us quickly.
Stage 1 allows five working days or less to resolve your complaint, unless there are exceptional circumstances.
Stage 2 deals with two types of complaint: those that have not have been resolved at Stage 1 and those that are complex and require a detailed investigation.
If our investigation will take longer than 20 working days, the Customer Relations Team will tell you and agree revised time limits, we will keep you updated on progress where possible.
If you are still unhappy once you have a final reply from us you can then contact Scottish Public Services Ombudsman.
You must make any such complaint within twelve months of the problem arising. The Ombudsman also expects you to have made a formal complaint to the Council and have received our final response.
Single-line address, no stamp required:
telephone: 0800 377 7330
Fax: 0800 377 7331
Text: 0790 049 4372
The Ombudsman is happy to receive enquiries by phone, post, email or even in person, and their complaints form can also be downloaded and submitted online via their website.
You always have the option of contacting the following elected representatives at any stage: