How to make a complaint
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 try to understand the situation, fix any issues quickly and learn from them.
We have implemented the Scottish Public Services Ombudsman’s Model Complaints Handling Procedure which is split into 5 parts.
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 give us the opportunity to put things right before complaining by contacting the local service directly in the first instance.
Common faults or concerns:
- Missed bin collection
- Light or traffic signal fault
- Housing repairs
- Noise from Neighbours
- Challenging a Penalty Charge Notice (parking ticket)
- Report a potential breach of planning control
Complaints should be made within 12 months of the event itself. If you feel this limit should not apply to your complaint, please tell us why.
Complaints about schools
Complaints about Councillors
Please contact the Commissioner for Ethical Standards in Public Life.
What we don't 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
- Visit a Service Point
- Contact your local councillor
- By Phone - Please use the contact us section of our website to select the most appropriate service related telephone number, our trained staff will be able to assist you if you wish to make a complaint
- In Writing - Customer Resolution & Improvement Team, The Highland Council, Glenurquhart Road, Inverness, IV3 5NX
- Email - email@example.com
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 complain for you.
You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance.
Customer Service Charter
Our Charter sets out our commitment to provide excellent and efficient Customer Service. We will review this charter annually and report our findings to customers and stakeholders. Read our customer service charter.