Have Your Say Guide

Aberdeenshire Council wants to make sure that all its services are easy to use and the people who work for the council are polite and helpful. If you have anything to tell us, good or bad, we would really like to hear from you.

It is your right to complain if you are not happy with a service provided by the Council and we recognise that there will be times when we fail to meet our own high standards. When this happens, we want you to let us know.

Alternatively, please contact us if you have received a really good service or if you have a suggestion about how we can make a service better.

How to make a Compliment or Comment or Complaint

There are a number of easy ways to feedback to us. You can:

Complete our online form.

Send an email to haveyoursay@aberdeenshire.gov.uk

Telephone: Contact our General Enquiries line on 08456 08 12 07, or telephone your local Area Manager's office.

In person: Visit your local office and the person you speak to can take your complaint.

 

Whichever way you contact us, your complaint will be acknowledged in writing in 5 working days.

An officer will investigate your complaint and you will be contacted within 20 working days to tell you what we have found out and what we plan to do about it.

What if I am not happy with the response?

If you are not happy with the response or the way your complaint has been handled, simply contact the officer who responded to you and advise them of your dissatisfaction.

Your complaint will then be raised to Level 2 status and a senior member of staff will undertake a further investigation.

What if I am still not happy?

If you are still not happy with the response or the way your complaint has been handled, simply contact the officer who responded to you and advise them of your dissatisfaction.

Your complaint will then be raised to Level 3 status and your local Area Manager will undertake a further investigation.

What if I still don't think my complaint has been properly dealt with?

If you are not happy with our final response, you have the right to contact the Scottish Public Services Ombudsman who may decide to undertake an independent investigation on your behalf. The SPSO is the final stage about complaints for most organisations providing public services in Scotland. Their service is independent, free and confidential.

The SPSO cannot normally look at complaints:

• Until the Council's complaints procedure has been fully completed.
• More than 12 months after you first became aware of the matter you want to complain about OR
• That have been or are being considered in court.

Note:

If you are not happy with the results of a planning application, benefits determination, housing application, homeless application or other statutory procedure, you have a legal right of appeal. More information on appeals can be obtained from you local council office.

 

Other people who can help and provide advice at any stage:

Your Aberdeenshire Councillor

You can find out the name of your local Councillor at your local area office, on the Local Councillors Contact Page on this website, at your local library or by phoning us on 01224 665033. Many Councillors hold surgeries where you can discuss matters with them, and surgeries are usually advertised in local newspapers, libraries and community centres.

Other sources of advice

You may wish to consult a professional advisor such as a solicitor or an accountant. Alternatively you can contact your local Citizens' Advice Bureau.