East Lothian Council
Potential Telephone Disruption - Sunday 22 October

You may experience difficulties when using the main Council number. As an alternative please call 01875 824304. For emergencies call 01875 612818.

Comments, complaints and compliments

What is a complaint?

We are committed to providing high-quality customer services. We value complaints and use information from them to help us improve our services. If something goes wrong or you are unhappy with our services, please tell us.

What is a complaint?

We see 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.

What can I complain about?

You can complain about things like:

  • delays in responding to your enquiries and requests
  • failure to provide a service
  • the standard of service you received
  • council policy
  • treatment by or attitude of a member of staff
  • failure to follow proper procedure.

Your complaint may involve more than one council service or be about someone working on our behalf.

How will you deal with my complaint?

We will make sure that:

  • your complaint is listened to seriously
  • every point of your complaint is looked into and answered
  • we respect your point of view and other people's points of view
  • our answer to your complaint is clear and understood by you
  • we take appropriate action to resolve your complaint (e.g. providing an explanation, taking action to resolve a problem or offering an apology if necessary).

What is not a complaint?

  • a routine first-time request for a service, for example a first-time request for a housing repair or action on anti social behaviour
  • requests for compensation from the council
  • things that are covered by a right of appeal.

We also cannot deal with complaints about councillors.

Confidentiality

Your complaint will be kept confidential and details will only be given to those people who need to know for the purpose of investigating your complaint.

How long do I have to make a complaint?

Normally, you must make your complaint within six months of:

  • the event you want to complain about, or
  • finding out that you have a reason to complain, but no longer than 6 months after the event itself.

In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.

John Muir House, Haddington, EH41 3HA

Telephone: 0131 653 5290

East Lothian Council, John Muir House Brewery Park Haddington East Lothian EH41 3HA.