If you're facing ongoing issues and need to escalate, the City of Edinburgh Council provides a structured approach for complaints.
You can follow these stages to escalate your complaint:
| Stage | Description | Timeframe |
|---|---|---|
| Stage 1: Frontline | Initial response within 5 working days for straightforward issues. | Max 5 working days |
| Stage 2: Investigation | For unresolved complaints or those needing investigation. Confirmed receipt within 3 working days; resolution aimed for within 20 working days. | Acknowledgment in 3 days; max 20 working days |
If you remain dissatisfied after this process, you can approach the Scottish Public Services Ombudsman (SPSO) for further assistance. They’ll look at your complaint if you've completed the council's process and it's less than 12 months since you became aware of the issue.
For more information on how to navigate this process or to submit your complaint formally, you can visit the council's complaints procedure here.
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