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

How to Complain

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

Our Guide to Complaints    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

Matters not Regarded as a Complaint

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

The Moray Council collects and stores personal information to carry out its legal functions.  Where necessary it will share this information within and outside the council.  Full details of our Data Protection policy and how we may use and share your information can be found on our Data Protection page. The Complaint Privacy Notice is available here.

Rate this Page