Monday 19 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 201911424

  • Case ref:
    201911424
  • Date:
    October 2021
  • Body:
    Falkirk Council
  • Sector:
    Local Government
  • Outcome:
    Upheld, no recommendations
  • Subject:
    Complaint handling

Summary

C complained to the council but did not receive a response until two years later.

We found that the council failed to acknowledge the complaint within the timeline as set out by the Model Complaints Handling Procedure. The council failed to update C while they were waiting for the council’s response, and the length of time it took for the council to provide a response was excessive and unreasonable.

As such, we upheld this complaint. Due to the learning and actions taken by the council after they issued their response we did not make recommendations as appropriate action had already been taken.

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Updated: October 20, 2021