Council

Comments and complaints scheme

If you wish to submit a comment or complaint to Stirling Council please use the link to go to the form Comments and Complaints

There are 3 stages to our scheme:

First approach

You can contact the relevant Service to raise the issue. You can write, phone, visit the local office/Viewforth or fill in our Contact Us form. We will try to resolve the problem on the spot. If we can't and need time to check it out, we will get back to you within an agreed time.

Review

If you are unhappy with the original response, let us know. Contact the relevant Service Complaints Officer. This person will arrange for the matter to be reviewed. We will send an acknowledgment within 4 days and reply within 15 days.

Note: Where we mention timescales, like '4' days, this is the longest we will take, not counting weekends and holidays

Appeal

If you are still unhappy with the outcome, contact the Corporate Complaints Officer. This officer will looking into your complaint. Again, we will send you an acknowledgment within 4 days and a full reply within 15 days.

There is no further appeal within the Council. But, if you have gone through our 3 stages and are not satisfied, you may wish to ask The Scottish Public Services Ombudsman to consider your complaint. Generally, you have to send your complaint to the Ombudsman within a year from when it happened or from when you found out about the matter. Contact:-

The Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS
0800 377 7330

Freepost, EH641
Edinburgh
EH3 OBR

Children's Services - Alison Hall
Early Childhood; Schools (Primary, Secondary and Special), Play and Out-of-School Care, Social Work Support for Children, Young Peoples and Families

Community Services - Cath Sutherland
Libraries; Community Support, Youth; Culture, Arts and Events, Sport and Leisure, Parks, Cemeteries, Offenders, Community Care, Criminal Justice

Corporate Services - Bob Miller
Contact Centre, Council, Committee and Area Forum Meetings, Council Tax, Council Tax Benefit, Council Website, Housing Benefit, Local Offices, Registration of Births, Marriages and Deaths

Environment Services (Housing issues)- Hazel Young
Housing Repairs, Estate Management, Council House Sales, Housing Grants, Homelessness

Environment Services (other issues) - Fraser Cooper
Planning, Building Control, Environmental Health, Trading Standards, Country Side Services, Cleansing (emptying bins and keeping streets clean), Recycling and Disposal of Waste, Street Lighting; Roads (not motorways or trunk roads), Winter Maintenance (gritting of roads/clearance of snow), Public and Special Needs Transport, Concessionary Fares, Stirling Bus Station, School Crossing Patrols, Public Toilets