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 201301614

  • Case ref:
    201301614
  • Date:
    February 2014
  • Body:
    Fife Council
  • Sector:
    Local Government
  • Outcome:
    Upheld, recommendations
  • Subject:
    child services and family support

Summary

Mr C complained to the council about actions of the social work department in relation to his son. He was dissatisfied with the council's responses and raised his complaints with us.

We decided that the council's responses to his complaints was not reasonable, as their letters were unclear on how appeal requests would be dealt with and did not respond to a specific enquiry that he made. We upheld the complaint.

Recommendations

We recommended that the council:

  • apologise to Mr C that they did not respond reasonably to his complaints correspondence; and
  • ensure that information in complaints responses about appeals is clear.

Related reading

Updated: March 13, 2018