Complaints to the Council

How to make a complaint to Dundee City Council

Dundee City Council is committed to providing a high quality service to the people of Dundee. That means we do our best to get things right first time, and to act quickly and efficiently to solve the problem when we don't.

If you would like to make a complaint about the City Council this web page explains how to go about it.

How do I start when I wish to complain about a City Council service?

The quickest way to solve most problems is to speak to the staff responsible for that service. You can make contact

by telephone
by letter
by visiting in person
by using our online complaints form

If you prefer, you can fill in a complaints form, which is available in Community Libraries and Centres and other Dundee City Council offices.

Who should I contact?

First of all, identify the department concerned. For instance, you need to contact the Housing Department for a complaint about a council house, the Waste Management Department with a problem about refuse collection, or the Social Work Department to enquire about home helps.

If you aren't sure who you need to contact, look up the A-Z Guide to Council Services or telephone the Customer Services Team on 434800.

What will the department want to know?

It will be very helpful if you can give as much detail as possible about your complaint - dates, times, names and so on. It is a good idea to note down all the details and have them by you when you phone, or to take the information with you if you are visiting department offices.

Can I contact my local City Councillor with my complaint ?

Yes. Councillor surgery details are available on the website and in local newspapers, or you can call the Customer Services Team on 434800 for further information. If you aren't sure who your councillor is, you can phone the Customer Services Team or consult the A-Z. You can also find out by using the Community Information database in your Community Library - staff will be happy to help.

How long will it take to receive a reply to my complaint?

Dundee City Council will normally investigate and give you a reply within five working days.

What happens if I am not satisfied with the reply?

At this stage you will be asked to fill in a complaints form if you have not already done so.

Your complaint will be investigated by the Chief Officer of the department concerned, and you will receive a further reply within five working days.

What if I don't accept the Chief Officer's findings?

The Chief Officer will pass your complaint to the Chief Executive. The Chief Executive will study the case and let you know within ten working days what action will be taken.

Can't I just go straight to the Chief Executive?

Going through the relevant department first will make it easier and quicker to sort out the problem.

What if I am still unhappy after hearing from the Chief Executive?

At this stage you have the option of taking your complaint to the Scottish Public Services Ombudsman, who may decide to carry out an independent review of the situation. If you would like a complaint form or more information from the Ombudsman,
Tel: 0870 011 5378, fax 0870 011 5379
Email: enquiries@scottishombudsman.org.uk, or write to

Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS
Website: www.scottishombudsman.org.uk

In the case of complaints relating to care or support issues, you may be able to take your complaint to the Scottish Commission for the Regulations of Care. If you would like to contact the Care Commission, you can telephone 01382 207100 or 0845 6030890 (local), fax 01382 207288 or write to:

The Scottish Commission for the Regulation of Care
Compass House
11 Riverside Drive
Dundee DD1 4NY.

Complaints and comments to the Council are continually monitored, so that we can improve our services to the people of Dundee.

Any questions or queries?

Remember you can always contact the Customer Services Team if you have any questions or queries:

by telephone on 01382 434800
by minicom for people who are deaf, hard of hearing or have speech difficulties, on 01382 433310
by fax on 01382 433060
by email to customerservices@dundeecity.gov.uk
by visiting or writing to Floor 2, Tayside House, 28 Crichton Street, Dundee, DD1 3RB