Complaints

Complaint Online

To make a complaint online please use this complaints e-form

For more detailed advice or to obtain a copy of the procedure in another format contact 01343 543451 or email complaints@moray.gov.uk.

How to Complain

Please click on the images below to read "Our Guide to Complaints" or "Complaints - A Visual Guide".

Model Complaints Handling Procedure - Implementation Guide (172KB)

The new MCHP was approved by ECOD committee on 31st March 2021 and takes effect from 1st April 2021. It replaces the previous Complaints and Social Work policies and we now have only one policy to deal with all complaints.

The MCHP comprises:

Implementation guide
Part 1 – Introduction and overview
Part 2 – When to use this procedure
Part 3 – The complaints handling process
Part 4 – Governance
Part 5 – The customer facing document

What is a Complaint?

A complaint is an expression of dissatisfaction with the Council’s procedures, charges, employees, agents or quality of service. They provide the Council with an opportunity to understand the views of customers, to put things right when they have gone wrong and to improve service delivery.

Complaints Against Councillors

Conduct of Elected Members will be in accordance with local policy How to make a Complaint against a Moray Councillor (PDF)
However, ultimately it is governed by the Standards Commission which carries out investigations into any complaint against elected members.

Matters not Regarded as a Complaint

initial reporting of faults
request for a service
Dissatisfaction with a decision by Council's committees or sub committees. These should be taken up with the appropriate councillor.
Insurance Claims
Legal matters
Outcomes of planning applications and planning enforcement although complaints will be considered about the application of the associated procedures

Matters Covered by Other Policies

Conduct of Elected Members – see Complaints Against Councillors above
Where a statutory right of appeal exists i.e. Planning refusal, exclusion of pupils from school, valuation appeals. The appropriate appeal procedure must be used in such instances rather than the complaints procedure.

The appropriate appeal procedure must be used in such instances rather than the complaints procedure

Complaints Reporting

Complaints Analysis and Performance Indicators

Service Performance

Performance on complaints is reported on a quarterly basis at a service level. Read more on our service performance page.

Data Protection

Moray Council is the Data Controller for this process. Moray Council manages personal data in accordance with UK Data Protection Legislation, including the Data Protection Act 2018, UK GDPR, and the Data (Use and Access) Act 2025.

For further information please see the ‘Complaint Handling Procedure (CHP) Complaints’ Privacy Notice, and Child Friendly Privacy Notice, available at: www.moray.gov.uk/privacynotices

Should you have concerns about how the Council has handled your personal data and wish to make a Data Protection complaint, you can do so using the e-form linked above. For more information, please see the Council’s Data Protection webpage: Data Protection - Moray Council. Alternatively, the Council’s Data Protection Officer can be contacted at IG@moray.gov.uk.