Monday 19 October: Complaint form offline

The supplier of our case management system has confirmed that they are experiencing a significant technical issue.

At present, we have no access to the case management system and we are currently unable to provide updates on existing cases.

We are planning on the basis that this could continue for a period of time including for the remainder of this week.

If you would like to check if your complaint is ready for the SPSO or enquire about making a new complaint, please complete our Complaint Checker.  

Please be assured we are doing all we can and will provide updates on our website. 

For an all service update: Service update | SPSO

Decision report 201104158

  • Case ref:
    201104158
  • Date:
    August 2012
  • Body:
    Falkirk Council
  • Sector:
    Local Government
  • Outcome:
    Upheld, recommendations
  • Subject:
    complaints handling

Summary

Miss C was dissatisfied with the council's handling of her and her partner's housing complaints.

We upheld her complaint. We found that that the council had not responded reasonably to the complaints and that they did not provide responses or updates in line with their complaints procedure. We found that they unreasonably considered the complaints twice at the first two stages of the complaints procedure, and repeated incorrect statements about Miss C after they had apologised for this. We made recommendations for improvement.

Recommendations

We recommended that the council:

  • apologise for failing to handle the complaints in line with their procedures; and
  • take steps to ensure that they keep complainants updated when they are unable to respond to complaints within the published timescales.

 

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Updated: March 13, 2018