We welcome all feedback about our services. If you would like to make a complaint about a Council service, please use our Complaints Form. If you would like to share a comment, compliment or concern, please use our Comments, Compliments or Concerns Form.
Your feedback helps us improve the services we provide to the people of Clackmannanshire.
Our Guide for Customers describes our complaints procedure and explains how to make a complaint. It also tells you about how we will handle your complaint and what you can expect from us.
If you want to make a complaint, it's best to talk to a member of staff first, either by phone, at any council office, in writing, email or online. It is usually easier for us to resolve complaints if you make them quickly and directly to the service concerned, so they can try to resolve the issue.
You can complain in person at any of our offices, by phone, in writing, by email or online:
What happens next?
Our complaints procedure has two stages:
Stage 1 - Frontline Response
We aim to respond to complaints quickly (where possible, when you first tell us about the issue). This could mean an on-the-spot apology and explanation if something has clearly gone wrong, or immediate action to resolve the problem. We will give you a decision at Stage 1 within five working days, unless there are exceptional circumstances.
Stage 2 - Investigation
Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that clearly require investigation and are therefore handled directly at this stage. If you do not wish your complaint to be handled at Stage 1, you can ask us to handle it at Stage 2 instead. If our investigation will take longer than 20 working days, we will tell you, explain the revised timescales and keep you updated on progress.
Schools Complaints
Complaints about school issues follow the same two-stage process. A supplementary leaflet entitled Making a Complaint - A Guide for Parents and Carers provides further information.
If you are considering making a referral (complaint) to the GTCS about a teacher, please note that this must go through the Council's complaints process first. If you would like to talk to someone about this, email education@clacks.gov.uk or phone 01259 450000.
Social Services Complaints
Complaints about Social Services issues follow the same two-stage process. Please refer to our Social Services Complaints web page for additional information.
Complaints about Councillors
A complaint that a councillor has breached the Councillors' Code of Conduct should be made to the Ethical Standards Commissioner.
What if I'm still dissatisfied?
If you are still unhappy after receiving our final response, you can ask the Scottish Public Services Ombudsman to look at your complaint.
Accessing your complaint
Previous complaints you have made can be viewed using this link. Log in to your account to view them.
If you would like to:
Please use our Comments, Compliments or Concerns Form.
We value all feedback and use it to help shape and improve our services.
Accessing your Comments, Compliments or Concerns
Previous comments you have made can be viewed using this link. Log in to your account to view them.