Services
Complaints procedure
Complaints about council services
West Lothian Council aims to provide high quality services to all who need them, but we sometimes make mistakes.
If you are unhappy about a council service or we have not done something we said we would, please let us know. Problems can arise without our knowledge so we welcome the opportunity to put matters right.
We also like to hear when a service is delivered well. In both cases, we value your opinion!
What to do
First speak to the staff providing the service you wish to comment or complain about. Most problems can be dealt with quickly by people closest to the situation.
If you are unhappy with the response or feel unable to approach these staff directly, then you or another member of staff, or someone else on your behalf can pick up a ?Points of View? leaflet from any Council Information Services centre (CIS) or library.
Write down your comment or complaint on the form. Once the form is complete, either post it (there is no need for a stamp). You can also drop into your nearest CIS centre and speak to the staff there about your complaint, or telephone the council's Customer Services Centre on 01506 775000. You can also email customer.service@westlothian.gov.uk or contact the council by textphone for the deaf on 18001 01506 464427.
Whatever method you choose to make your comments/complaints, the matter will be dealt with in the same way.
What happens next?
On the day your complaint or comment is received, the Customer Service Centre will telephone you to let you know that we have received it and tell you what will happen next. If we are not able to reach you by telephone we will post out a written acknowledgement on the same day. In the case of a complaint we will tell you who is dealing with your complaint, the contact details and how long the investigation will take.
We aim to resolve the majority of complaints within five working days. However, some complaints can take a bit longer to investigate and when they do, we will contact you to discuss and agree a new completion date.
All comments and complaints will be recorded by the council and used as information to improve council services.
If you have made a complaint and are still not happy, you can write to the council?s Chief Executive, who will look at the decision and decide if more action is needed. You can contact him at:
West Lothian House
Almondvale Boulevard
Livingston
West Lothian
EH54 6QG
Telephone: 01506 775000
If you are still unhappy you have the right to take your complaint to the Scottish Public Service Ombudsman at:
4 Melville Street
Edinburgh
EH3 7NS
Tel: 0800 377 7330
Text Number : 0790 0494372
Fax: 0800 377 7331
Email : ask@spso.org.uk
Web : www.spso.org.uk (new window)
Freepost EH461, Edinburgh, EH3 0BR
West Lothian Council aims to provide high quality services to all who need them, but if you are unhappy about our services we want to know. We would also like to know if you are pleased about a service.
