Complaints handling performance (under development)

Stirling Council is committed to providing quality services that reflect that reflect the needs of our customers. We value complaints and use this information to help is improve our services. If something goes wrong or customers are dissatisfied with our services, we like to know. We regard a complaint as an expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

Performance

The performance report on complaints handling for the majority of Stirling Councils services for 2015/16 can be accessed here. You can also view this information via our interactive scorecard.

Complaints related to Social Care and Education are reported separately below:

  • Education Complaints Report 2015/16
  • Social Services Complaints Report 2015/16

From April 2017 you can view quarterly complaints information here.

Continuous Improvement

  • Social Services is adopting the two stage complaints process from 1st April 2017, which is used across the Council.
  • The Council has introduced Customer Champions to help address issues around complaints handling.
  • Staff undertaken training by the Scottish Public Sector Ombudsman (SPSO) to help improve complaints handling in March/April 2017.
  • Additional training was provided to staff handling complaints to ensure complaints are logged correctly. 

How the public can get involved

Visit our complaints and feedback page for more information on how you can have your say on council services.