comments and complaints
Listening To You
Shetland Islands Council is committed to providing high-quality customer services. We value all comments and complaints and use information from them to help us improve our services.
If something goes wrong or you are dissatisfied with our services, please tell us.
How to complain?
It is easier for us to resolve complaints if you make them quickly and directly to the service concerned. So please talk to a member of our staff at the service you want to make a complaint about. They will try to resolve your problem immediately.
You can also make a complaint in any one of the following ways:
- Online using the Customer Complaint Form
- Come into a local office.
- In writing to the service being complained about using the leaflet for information.
- If you need any further guidance please check the Complaints Handling Procedure.
What happens next?
Our complaints procedure has two stages.
Stage 1 - Frontline Resolution
We aim to resolve complaints quickly and close to where we provided the service. This could mean an apology and explanation if something has clearly gone wrong and immediate action is taken to resolve the problem. We will aim to resolve your complaint at Stage 1 within five working days, unless there are exceptional circumstances.
If we cannot resolve your complaint at this stage, we will explain why and tell you what you can do next. The next stage in the process is to move the complaint to stage 2.
Stage 2 - Investigation
If your complaint is not resolved at stage 1 or is complex in nature it may be progressed to Stage 2 where it will be investigated. We will aim to resolve your complaint within 20 working days. In exceptional circumstances our investigation may require to take longer than 20 working days. If this is the case we will contact you and ensure you are kept up to date.
What if I am still dissatisfied?
After we have fully investigated and responded to your complaint, if you are dissatisfied with our response or the way we dealt with your complaint, you can appeal to the Scottish Public Services Ombudsman (SPSO).
The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about public services in Scotland. This includes complaints about Scottish councils.
The SPSO cannot normally look at complaints:
- where you have not gone all the way through the council’s complaints handling procedure
- more than 12 months after you became aware of the matter you want to complain about, or
- that have been or are being considered in court.
Contact details for the SPSO can be found on their website, www.spso.org.uk/contact-us.
Complaints Monitoring Reports
We report our complaints information to members every 3 months.