Definitions
Complaint
An expression of dissatisfaction by one or more members of the public about the organisation’s action or lack of action, or about the standard of service provided by, or on behalf of, the organisation. Customer: a customer is anyone the Council works with, provides a service to, or supports. This includes residents, businesses, visitors, or someone acting on behalf of a customer such as a Councillor, MSP or relative.
SPSO
Scottish Public Services Ombudsman (SPSO) is the body which manages the final stage for complaints about all councils in Scotland.
Unacceptable actions
People may act in ways which are out of character when they are in trouble or distressed. There may have been upsetting circumstances in the lead up to a complaint coming to us. We do not view behaviour as unacceptable just because a customer is forceful or determined.
Relevant Director
This will be either the Service Director or Executive Director of the Service Area, depending upon the original decision maker, who will make a decision on any appeal.