If your issue hasn't been resolved quickly, you have the option to escalate your complaint through the council's two-stage complaints procedure. Here's what you can do:
| Stage | Description | Timeframe |
|---|---|---|
| Stage 1 | Frontline response, where you get a quick response to your complaint. | Decision in 5 working days or less. |
| Stage 2 | If not satisfied, you can escalate to Stage 2, which may involve a detailed investigation. | Acknowledgment in 3 working days; decision within 20 working days. |
If necessary, after the final decision, you can approach the Scottish Public Services Ombudsman (SPSO) for an independent review. Make sure to follow up with the procedure within the required time frames listed. You can find more about the complaints procedure here.