A Step by Step Guide

We have a clear complaints procedure that we ask you to follow:-

 

Step 1

Complain to the person you've been dealing with, or his or her manager. This is an informal complaint. It will be investigated and you'll receive a reply within 28 working days.

If you are dissatisfied you may then make a formal complaint.

Step 2

You may make your formal complaint anonymously, but this may limit the investigation.

Four simple ways of making a formal complaint.

1. Complete the online form
2. Write a letter or send an e-mail
   Send the letter to your local Area Manager, using the Freepost address shown on the attached form. Alternatively, email your complaint to haveyoursay@aberdeenshire.gov.uk
3. Ask someone to write it for you.
   Sign the letter and send it to your local Area Manager, keeping a copy for yourself.
4. Telephone
   Telephone your local Area Manager's office or the office concerned. The person you speak to will write down your complaint and send you a copy.

Whichever way you contact us, we'll acknowledge your complaint in writing within 5 working days.

What will happen next?

Your Area Manager will investigate your complaint. We will write to you within 28 days to tell you what we've found out and what we plan to do about it.

What if I'm still not happy?

Step 3

If you are dissatisfied with the way your complaint has been handled, you can write to the Chief Executive at Woodhill House, Westburn Road, Aberdeen AB16 5GB. He will look into it further and write back to you.

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

Step 4

If you are not happy with our final response, you have the right to contact the Scottish Public Services Ombudsman who might decide to undertake an independent investigation on your behalf. Complaints made to the Ombudsmen must be made within 12 months of you first raising the matter with the Council.

There are other people who can help and advise you at any stage

1. Your Aberdeenshire Councillor
   You can find out the name of your Aberdeenshire Councillor at your local area council office, your local library, or by contacting Woodhill House in Aberdeen (01224 665033/32). Many Councillors hold surgeries where you can discuss matters with them. Surgeries are usually advertised in local newspapers, libraries and community centres. Councillors' details are also available online.
2. Other sources of advice
   You may wish to consult a professional adviser such as a solicitor or an accountant, particularly if your complaint arises from legal or financial matters. Alternatively, you can contact your local citizens advice centre.
   

• Who to Contact