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. 

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Decision Report 201602508

  • Case ref:
    201602508
  • Date:
    December 2016
  • Body:
    The City of Edinburgh Council
  • Sector:
    Local Government
  • Outcome:
    Not upheld, no recommendations
  • Subject:
    complaints handling (including appeals procedures)

Summary

Ms C complained about the way the council investigated a complaint about the conduct and attitude of an officer at an appeal hearing. Ms C said the officer unreasonably and unfairly undermined her case and was rude and antagonising.

We found the council had appointed a suitable investigating officer and had given attendees, including independent people, the opportunity to contribute their evidence. Ms C was unhappy that the council had not spoken to her or a friend who accompanied her to the hearing. We were satisfied that this was a discretionary decision for the council, and that the details of her dissatisfaction were already on record. We were satisfied the council were entitled to give particular weight to the evidence of independent people. We found the complaint had been investigated to the standard and extent we would expect. We did not uphold the complaint.

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Updated: March 13, 2018