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Corporate Complaints Procedure

We, Aberdeen City Council, are committed to providing high-quality services, but we know that sometimes they may not meet your expectations.  When this happens, we welcome the opportunity to put things right.
 
If we deal effectively with the complaints we receive, it will help us to improve our services.

What is a complaint?

A complaint is when someone does not think that we have performed a function or provided a service in line with our policies and practices.

Complaints are not the same as reporting faults, asking for a service or asking for information.

Faults can be reported on the Report It section of this website.

Types of complaint

Complaints about our practice

  • You should raise these with the appropriate Service. For example, you could complain to the person you have been dealing with or his/her line manager.

Complaints about our policies

  • Council policies are decisions that have been made by Councillors, with recommendations from Aberdeen City Council officers. You should raise complaints about our policies with your local Councillor.

Complaints about members of staff

  • You should raise complaints about members of staff with the line management of the appropriate Service. They will decide if the complaint will be dealt with under our disciplinary procedures.
    Under current data protection law, if a complaint against a member of staff is dealt with under our disciplinary procedures, we cannot share details of the outcome with you.

Social Work complaints

Further Information

Contacts

  • Barbara MacDonald
    Complaints Officer
    Customer Service and Performance
    Corporate Governance
    Aberdeen City Council
    Business Hub18
    Fourth Floor West
    Marischal College
    Broad Street
    Aberdeen
    AB10 1AB
    Phone: 01224 523058
    Fax: 01224 644346
    Email: bmacdonald@aberdeencity.gov.uk