Complaining to Fife Council

Fife Council

Fife Council is committed to the provision of high quality services.

Occasionally, within such a large organisation, things can go wrong. When this happens, we will investigate all complaints received and communicate outcomes to you.

Your views are important to us, and will be used to help us plan and improve our services for the future.

Our promise to you:

• To provide a sympathetic, fair and consistent approach to resolving complaints.
• To investigate fairly all aspects of your complaint.
• To ensure cross-service co-operation when more than one Service is involved.
• To keep you informed of progress.

Should you have a complaint to make, the steps below lay out how to do so.

• How do I make a complaint?
• What will happen when I make a complaint?
• What if I am still not happy?
• Taking complaints outwith Fife Council
• Would you like this information in an alternative format?

How do I make a complaint?

• Fill in a Complaints Form(available at service receptions, local offices, schools and libraries) and hand it in or post it to us, no stamp needed.
• Visit us at any Council Office and speak to a member of staff
• Complain online at www.fifedirect.org.uk/complaints
• Phone our general enquiries line: 08451 55 00 00 (8am-8pm Monday to Friday)
• Write to us at:
  Fife Council Contact Centre
  FREEPOST SCO 1981
  Forth House, Abbotshall Road
  Kirkcaldy
  KY1 1BR

You may wish to discuss your complaint with your Local Councillor. If you are unsure who represents your area, you can find their details under the Councillors subject

Data Protection Act 1998 - The information you supply will be maintained in accordance with the Act. It will not be passed to any other person outside Fife Council, without your prior consent, unless this is a legal requirement.

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What will happen when I make a complaint?

The Council will try to resolve complaints "on the spot" where possible. If your complaint cannot be resolved within 3 days, we will:

• Send a written acknowledgement of your complaint within 5 days.
• Carry out a thorough investigation of your complaint.
• Inform you of the outcome (in writing) within 20 days from the date the complaint was received by the Council.
• Write to update you every 20 days until complete.

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What if I am still not happy?

• You have a right to appeal to the Chief Executive for a further independent investigation. The appeal must be made within 20 days of receiving the response to your original complaint.
• The appeal will be received by the Chief Executive and will be acknowledged in writing within 5 days.
• The Chief Executive will carry out an appeal investigation seeking to re-negotiate an acceptable resolution. The outcome will be confirmed in writing to you, within 28 days from receipt of appeal.

Please note:

• Some services and specialist areas are covered by statutory procedures and additional legal requirements. (E.g. School Placements and Social Work). For more information on Fife Education Service's feedback procedure, please see Publications below
• All timescales are in working days.

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Taking complaints outwith Fife Council

The Chief Executive's decision marks the end of Fife Council's complaints procedure however if you are still not satisfied, you have the right to take your complaint to the Scottish Public Services Ombudsman (SPSO) within one year of completing our complaints procedure.

• Scottish Public Services Ombudsman
  4-6 Melville Street
  Edinburgh
  EH3 7NS
• 0800 377 7330
• ask@spso.org.uk
• www.spso.org.uk

Any complaint requiring examination by the SPSO is now classified as an investigation. Reports of all completed investigations, together with the Ombudsman's findings, are advertised on their website www.spso.org.uk and are also presented to the Scottish Parliament. We are obliged to publicise findings which relate to Fife Council, and will post news items here on fifedirect when new reports are available from the SPSO.

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Would you like this information in an alternative format?This leaflet is available on request in Braille, large print, on tape and we can also organise a British Sign Language interpreter. Please contact us on 08451 55 55 00 to discuss your requirements.

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See Also

Do It On-line

• Fife Council Complaints Form

News

• Ombudsman's findings (28 Oct 2008)
• Ombudsman's findings (14 Jul 2008)
• Ombudsman's findings (01 May 2008)
• Ombudsman's findings (25 Jan 2008)
• Ombudsman's findings (04 Jan 2008)
• Ombudsman's findings (19 Dec 2007)

Publications

• Corporate Complaints Form - Large Print Version (25 Jan 2007)
• Fife Education Service's Compliments Concerns and Complaints Guide (25 Sep 2007)