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. 

For an all service update: Service update | SPSO

Decision Report 201301746

  • Case ref:
    201301746
  • Date:
    January 2014
  • Body:
    West Lothian Council
  • Sector:
    Local Government
  • Outcome:
    Not upheld, recommendations
  • Subject:
    claims for damage, injury, loss

Summary

Mr C complained that the council had told him they would not deal with his complaint about their insurance third party administrator. We found that the council had not clearly explained to Mr C that they would accept complaints about administrative matters, but not about the decision-making of the administrator. However, we found it reasonable that they did not consider his complaints about the decision-making as this was open to challenge through the courts, and which Mr C subsequently successfully pursued.

Recommendations

We recommended that the council:

  • ensure that all staff are aware that they can accept complaints about organisations acting on behalf of the council, and can accept complaints about the administrative handling of any insurance claim.

Related reading

Updated: March 13, 2018