The following information describes our complaints procedure and how to make a complaint.

What is a complaint?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

How do I complain?

You can complain in person at any of our offices, by phone, in writing or email via our complaints form. It is easier for us to resolve complaints if you make them quickly and directly to the service concerned. So please talk to a member of our staff at the service you are complaining about. Then they can try to resolve any problems at this time. If you want to complain about a business or service that the Council regulates then you must do this in writing.

Our contact details

Please contact us by the following means:

• In person at any Council Office
• By phone on 01506 280000
• By email at customer.service@westlothian.gov.uk
• In writing by filling in the online complaints form(Opens in a new window) or by writing to the address given on this page.

When complaining, tell us:

• your full name and address
• as much as you can about your complaint
• what has gone wrong
• how you want us to resolve the matter

What happens when I have complained?

We will always tell you who is dealing with your complaint. Our complaints procedure has two stages:

Stage One: resolution

We will always try to resolve your complaint quickly, within five working days if we can. If you are dissatisfied with our response, you can ask us to consider your complaint at Stage Two.

Stage Two: investigation

We will look at your complaint at this stage if you are dissatisfied with our response at Stage One. We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation. We will acknowledge your complaint within three working days. We will give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.

The Scottish Public Services Ombudsman

If, after receiving our final decision on your complaint, you remain dissatisfied with our decision, with the outcome of the investigation or the information contained in the response, you have the right to contact the Scottish Public Services Ombudsman as follows:

Contacting the SPSO

In Person:	By Post:
SPSO	SPSO
4 Melville Street	Freepost EH641
Edinburgh	Edinburgh
EH3 7NS	EH3 0BR

Freephone: 0800 377 7330

For more information please visit: http://www.westlothian.gov.uk/complaints