Thursday 22 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 201405948

  • Case ref:
    201405948
  • Date:
    November 2015
  • Body:
    Dundee City Council
  • Sector:
    Local Government
  • Outcome:
    Not duly made or withdrawn, no recommendations
  • Subject:
    complaints handling (incl social work complaints procedures)

Summary

Mr C complained that the council failed to carry out a full and proper investigation into the complaint he raised about the provision of a service from the social work department. It was not clear to us why the council had failed to offer Mr C the opportunity to have his complaint considered through the social work complaints process and request a complaints review committee hearing (CRC). We sought legal advice which confirmed Mr C's entitlement to request a CRC. Having obtained this advice we approached the council who agreed with our interpretation of the regulations and agreed to allow Mr C to request a CRC. As this was the proper route to have his concerns explored, we advised Mr C of this step and closed our file.

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Updated: March 13, 2018