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You are in: Business » Contracts » Complaints

Comments and Complaints Procedure

To submit a comment or complaint to Stirling Council on any matter relating to procurement, please follow the Council's Talkback Scheme procedure.  Information on the talkback Scheme is detailed below and is also available here.

You can make the comment or complaint in writing, by telephone, in person by visiting New Viewforth or going to the "Contact Us" facility and completing a form online.

There are 3 stages to the Talkback Scheme, details as follows:

Stage 1

Contact the relevant officer or Service to raise the procurement issue.  

  • We will attempt to deal with the issue immediately.  If that is not possible and we need time to investigate, we will provide a response within an agreed timeframe.

Stage 2

If you are unhappy with the Stage 1 response you should contact the relevant Service Complaints Officer as detailed below.  This officer will issue an acknowledgement within 4 days, review the matter and respond within 15 days.

  • Children's Services -    Alison Hall
  • Community Services -  Cath Sutherland
  • Corporate Services -     Bob Miller
  • Environment Services - Fraser Cooper or Hazel Young (Housing matters only)

Stage 3

If you remain unahppy after the Stage 2 outcome you should contact the Corporate Complaints Officer as detailed below.  This officer will issue an aknowledgement within 4 days, further review the matter and respond within 15 days.

  • Corporate Complaints Officer - Jim Watson

Please note that:

  • The time-scales detailed are the maximum for acknowledgements and responses.
  • Where days are quoted, it is working days and excludes weekends and public holidays.

If you are still unsatisfied after completion of Stage 3, there is no further appeal within the Council.  In these circumstances, you may wish to ask the Scottish Public Services Ombudsman to consider your issue.  You should note that generally you have to contact the Ombudsman within 1 year of your issue arising or from the date you discovered the issue.

The Scottish Public Sector Ombudsman
4 Melville Street
Edinburgh
EH3 7NS

Telephone:  0800 377 7330