To make a comment, compliment or complaint:
- talk to one of our reception staff, or phone 0141 353-9130, and we will try to resolve any difficulty there and then, or
- complete the DACS feedback form which is also available in paper format from various locations and either hand it back to reception or post it to us (fold and seal form as detailed), or
- write to us at the address shown on the form, or
- fax 0141 353 9100, or
- complete the online form accessible via Glasgow City Council’s website and choosing Direct and Care Services from the drop down menu.
What happens next?
In all cases your complaint will be acknowledged within five working days, investigated by the department and a full response provided in a further ten working days, or, if this is not possible, you will be advised when a response will be given, and why we are unable to fully respond at that time.
If you remain unhappy, you have the right to have the complaint considered by the Depute Director of Direct and Care Services.
If you are still unhappy with the response of the service, the office of the Chief Executive can then consider your complaint.
If you are dissatisfied with the final outcome of your complaint, you have the right to have the matter considered by the Scottish Public Service Ombudsman who can be contacted at:
4 Melville Street, Edinburgh EH3 7NS.
Phone 0870 011 5378 or visit the website.
You usually need to do this within 12 months of first experiencing the problem about which you are complaining.
Further help
If you need any further advice or assistance in connection with making a comment, compliment or complaint, please contact Customer Relations who will be happy to assist you. Their contact details are:
Customer Relations, Glasgow City Council, Room 10, City Chambers, Glasgow G2 1DU. Phone 0141 287 0900
Email customerrelations@glasgow.gov.uk