Information on complaints procedures for local authorities: FOI release

Information requested

In relation to local authority complaints procedures I would like to ask if there is any publication or notice that gives advice to local authorities on the correct procedures?

Also, are there any circumstances where it would be appropriate for a local authority service to escalate a complaint received by them to a formal complaint without the consent of the complainant?

Response

The Complaints Process is a matter of law and is contained in the Scottish Public Services Ombudsman Act 2002 (legislation.gov.uk).

As organisations that are entirely independent of the Scottish Government it is for individual councils and the Ombudsman to interpret the Act for themselves. The Scottish Government does not provide them with legal advice.

The Ombudsman does, however, provide advice to councils in the form of The Model Complaints Handling Procedures | SPSO.

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