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 201400706

  • Case ref:
    201400706
  • Date:
    September 2014
  • Body:
    South Lanarkshire Council
  • Sector:
    Local Government
  • Outcome:
    Upheld, recommendations
  • Subject:
    complaints handling

Summary

Miss C complained to the council about the actions of their agents while they were pursuing a debt with her, and the way she had been spoken to by a council officer on the phone. The council did not respond to her specific concern about the council officer when they replied to her complaints, and so Miss C raised this with us.

Our investigation found that the council had taken steps to clarify the specific matters Miss C wished to complain of. As these included the way she had been spoken to by a council officer and this was not addressed in the council's response, we upheld the complaint.

Recommendations

We recommended that the council:

  • apologise to Miss C that they did not respond to her specific complaint about the way that a council officer had spoken to her.

Related reading

Updated: March 13, 2018