Tuesday 20 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. 

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Decision report 201203615

  • Case ref:
    201203615
  • Date:
    August 2013
  • Body:
    The City of Edinburgh Council
  • Sector:
    Local Government
  • Outcome:
    Upheld, no recommendations
  • Subject:
    claims for damage, injury, loss

Summary

Mr C said that the council did not follow their complaints procedure when dealing with his complaints about a refund of phone call costs incurred in reporting repairs.

Our investigation found that the council had already acknowledged their failings in this matter, explained what had gone wrong and apologised to Mr C. They said it was clear that a member of staff had not followed the correct procedures, and explained the training the staff member had since received. We upheld the complaint, but did not make any recommendation as the council had already taken appropriate action.

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Updated: March 13, 2018