DISCLAIMER:
This duty is currently under review and has not yet been formally signed off by the relevant professional association. The information provided is for reference only and should not be treated as final or authoritative guidance. Please verify any decisions against approved sources or seek professional advice. Updates will be published once sign-off is complete.
Simple terms explainer:
Councils must have a complaints handling procedure in place and comply with it consistently. This procedure sets out how the council will receive, investigate, and resolve complaints from the public in a fair, transparent, and timely manner. It should follow the model provided by the Scottish Public Services Ombudsman (SPSO), ensuring clear stages for response, escalation, and review. Adhering to this process helps maintain accountability, improve services, and build public trust.
Legal status
Statutory
Duty category
Corporate services
Duty type
Organisational
Social determinant of health
Social and comunity context
Emerging policy and legislation
0
Bodies with shared interest
Standards and frameworks
1