We are committed to providing high-quality services. Sometimes, as a customer, you may feel our standards are not good enough. When this happens, we want to understand the situation, fix any issues quickly, and learn from them.
A complaint is an expression of dissatisfaction by one or more members of the public about the Council's action or lack of action, or about the standard of service provided by or on behalf of the Council.
If you are telling us about something for the first time, please allow us to put things right before complaining by contacting the local service directly.
Common faults or concerns:
- Missed bin collection
- Potholes
- Light or traffic signal fault
- Housing repairs
- Noise from Neighbours
- Challenging a Penalty Charge Notice (parking ticket)
- Report a potential breach of planning control
What we do not deal with as complaints
- A request for compensation only
- Issues that are in court or have already been heard by a court or a tribunal, please go to the Scottish Court Service
- A disagreement with a decision where a statutory right of appeal exists, for example, in relation to council tax or planning
- Previously concluded complaints, please go to the Scottish Public Services Ombudsman
Make a complaint
If you have tried reporting the problem and it has not been resolved, you can make a complaint in the following ways:
- Make a complaint using our online form
- By Phone - 01349 886606
- In Writing - Complaints and Information Team, The Highland Council, Glenurquhart Road, Inverness, IV3 5NX
- Visit a Service Point
- Contact your local councillor
We understand that you may be unable or reluctant to make a complaint yourself. We can accept complaints from a friend, relative, or an advocate if you have given them your consent to make the complaint on your behalf. If you require further information, email complaints@highland.gov.uk.
You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance.
Complaints about schools
Complaints about Councillors
If you would like to make a complaint about a Councillor, contact the Commissioner for Ethical Standards in Public Life.