In light of the current situation, we would encourage you to refrain from submitting a complaint to our office if it is about the following matters:
While we endeavour to meet our complaints processing timescales, delays in responding to complaints will be inevitable as we continue to prioritise resources on essential services and plan for recovery.
We take complaints about our services seriously and deal with them in confidence. If something goes wrong you should tell us. We can then try to put things right and improve our services in the future.
You can make a complaint if you:
If you are making a complaint on behalf of someone who uses our services, we will check that they have given you their permission to make the complaint.
Local Authorities do not have the power to block the conduct of a public procession (i.e. by the introduction of a general presumption against Processions) out with the consideration of the factors contained within the legislation.
Our aim is always to strike a reasonable balance between protecting the fundamental right of individuals and organisations to organise and participate in public processions, and the need to minimise disruption to the wider community by protecting the rights of all of Glasgow's citizens to go about their business without unnecessary disturbance and interference.
We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service. Please also read the section on 'Getting help to make your complaint'.
You can complain about things like:
Your complaint may involve more than one council service or be about someone working on our behalf.
If your complaint is about Social Work Services, there is a separate complaints form and procedure, you can find out about this by visiting Social Work Complaints
There are some things we can't deal with through our complaints handling procedure.
If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.
These are some things we can't deal with under the complaints process:
Normally, you must make your complaint within six months of:
In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.
We will always tell you who is dealing with your complaint. Our complaints procedure has two stages:
Stage one - frontline resolution
We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem.
We will give you our decision at stage one, in five working days or less, unless there are exceptional circumstances.
If we can't resolve your complaint at this stage, we will explain why and tell you what you can do next. We might suggest that you take your complaint to stage two. You may choose to do this immediately or sometime after you get our initial decision.
Stage two- investigation
Stage two deals with two types of complaint: those that have not been resolved at stage one and those that are complex and require a detailed investigation.
When using stage two we will:
If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
After we have fully investigated, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.
Visit their Website for more information.
If your complaint relates to a care service we provide, you can choose whether to complain to us or the Care Inspectorate. You can find out more about their complaints procedure, or make a complaint, by contacting them.
The Care Inspectorate has several offices around Scotland. Please refer to their Website.
We understand that you may be unable, or reluctant, to make a complaint yourself. We accept complaints from the representative of a person who is dissatisfied with our service. We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you.
You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance.
We are committed to making our service easy to use for all members of the community.
If you have trouble putting your complaint in writing, or want this information in another format, such as large font, or Braille, please contact us.