Using the Complaints Procedure
Making a complaint
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.
When to use our complaints procedure
You should use the complaints procedure if you believe that:
- We have done something wrong.
- We have failed to do something that you expected.
- We have not treated you with courtesy.
Enquiry or complaint?
Some problems or enquiries are not complaints. Therefore you don't need to use the complaints procedure if:
- You want to query a letter or bill. The contact details for the service will be on the letter or bill.
- Report street issues (Street Lights, Pot holes, etc.)
- Request non emergency home repairs
- Neighbour complaints
- Gritting services
- Pest Control
- Clothing grants - to check eligibility, apply for Clothing Grants and/or Free School Meals
- You want to ask about a council service.
- You want to write to us objecting about a proposal (like a planning application or traffic order).
- There are also certain kinds of "appeals and reviews" that, by law, we must handle in a certain way. These include things like school admission appeals, housing benefit/council tax, social work appeals and homeless persons reviews. The service responsible will give you advice about these.
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.
Child Friendly Complaints
We want children and young people to feel listened to when something has gone wrong. We will listen to the child's views, consider their best interests and explain the complaints process in a way that is clear and easy to understand.
If you are under 18, you can make a complaint yourself or ask an adult to help you. Our child friendly approach also applies when an adult makes a complaint about something that affects a child or young person. (can link to attached document please be inserted here)
If an adult makes a complaint about something that affects a child they still have the right to have their views heard. Our child friendly approach also applies when an adult makes a complaint about something that affects a child or young person.
Children’s Rights in the Complaints Process: A Guide for Parents and Carers
These help us make sure complaints involving children and young people are handled fairly, supportively and with their rights in mind.
Guidance on Using Artificial Intelligence (AI)
When you bring a complaint to us, we need to understand your personal experience and how the issues have affected you. Simple, clear language that explains what happened will always be more helpful than complicated, formal writing. Complaints in your own words give us the clearest picture of what happened and help us resolve matters faster.
We understand AI can be a useful tool for helping to summarise what has happened or to draft text, but it can sometimes produce complaints that are long, unclear and contain inaccurate, incomplete or irrelevant content. It is important that AI generated information is checked for accuracy before submitting.
When complaints contain unnecessary detail or quote legislation or procedures which may not apply it takes us much longer to process and investigate your complaint. Please check that the complaint tells us what happened and what you would like us to do about it. Keep your complaint concise and include key details: dates, locations, any reference numbers, names of anyone involved. This helps us to understand what went wrong and to help you.
If you would like help to raise a complaint please call Customer Relations on 01389 738273 and a member of the team will take the details over the phone, recording your concerns in your own words so that the complaint reflects your perspective accurately.
All complaints will be considered fairly and consistently regardless of whether AI has been used.