Wednesday 21 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.

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Decision Report 201302884

  • Case ref:
    201302884
  • Date:
    August 2014
  • Body:
    Dumfries and Galloway Council
  • Sector:
    Local Government
  • Outcome:
    Some upheld, recommendations
  • Subject:
    complaints handling

Summary

Ms C complained that the council had not properly investigated her complaints after she raised a number of concerns with them. The complaints we looked at were not about the underlying issues, but were about how the council handled Ms C's complaints about them.

The evidence we saw indicated that the council had considered, investigated and replied to Ms C through their complaints procedure, so we did not uphold her complaint about the investigation. However, it was clear that they had not responded within the appropriate timescales and, in the absence of evidence to indicate why this had happened, we upheld that aspect of her complaint.

Recommendations

We recommended that the council:

  • confirm to us the steps they have taken to ensure acknowledgements are issued more promptly.

Related reading

Updated: March 13, 2018