Complaints handling performance

Stirling Council is committed to providing quality services 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 so that we can put things right. 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.

Continuous Improvement

  • As of the 1st April 2017, Social Services has adopted the two stage complaints process used across the Council.
  • The Council has introduced Customer Champions to help address issues around complaints handling.
  • During March/ April 2017 the Scottish Public Sector Ombudsman (SPSO) provided training to help improve the quality of complaints handling.
  • Staff training was also provided during March/April 2017 on how to log and manage complaints.
  • Performance on complaints handling will be published on a quarterly basis from April 2017. 
  • Feedback from the Complaints Handling Customer Satisfaction Survey will be used to drive improvements and this will be reported publicly.

How the public can get involved

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