To track the progress of your complaint with the City of Edinburgh Council, you can follow the structured complaints procedure, which has two stages. Here’s how the process works:
| Stage | Timeline | Actions | Additional Information |
|---|---|---|---|
| Stage 1 | Respond within 5 working days | On-the-spot apology or explanation or decision provided | If you're not satisfied, you can escalate to Stage 2. |
| Stage 2 | Acknowledge within 3 working days | Confirm understanding and details, attempt to resolve complaint | Full response in up to 20 working days; updates provided if delayed. |
If you still feel dissatisfied after receiving a final decision, you can reach out to the Scottish Public Services Ombudsman for further assistance.
For tracking your complaint directly with the council, you can visit the complaints page for more information. If you need assistance, consider reaching out to customer care via email at customer.care@edinburgh.gov.uk or call them at 0131 200 2300.