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Comments and Complaints

Making a complaint

At Clackmannanshire Council we aim to provide you with the best service we possibly can. If however we make a mistake, please tell us straightaway and give us the chance to put it right.

How to complain

If you want to make a complaint, it's best to talk to a member of staff first, either by phone, at any council office, in writing, email or online. It is usually easier for us to resolve complaints if you make them quickly and directly to the service concerned. Staff will try and resolve problems on the spot.

You can complain to Clackmannanshire Council by any the following means:

What happens next ?

Our complaints procedure has two stages:

Stage 1 - Frontline Resolution

We will try and resolve complaints quickly and at the point of service. This could mean an on-the-spot apology or explanation if something has clearly gone wrong. We will resolve the majority of complaints within 5 working days, unless there are exceptional circumstances.

Stage 2 - Investigation

If the matter cannot be resolved at stage 1 or is quite complex, we will carry out an investigation and respond to you within 20 working days. If our investigation will take longer than 20 working days, we will tell you.

Schools Complaints

Complaints about a school issue follow the same two-stage process. A supplementry leaflet entitled 'Making a Complaint - A Guide for Parents and Guardians' provides further information.

Social Services complaints

Complaints about social services follow a slightly different legislative procedure. Please see our dedicated Social Services Complaints Procedure page for further information

Complaints about Councillors

A complaint that a councillor has breached the Councillors’ Code of Conduct should be made to the Public Standards Commissioner.

What if I'm still dissatisfied ?

If you are still unhappy after receiving our final response, you can ask the Scottish Public Services Ombudsman to look at your complaint.