Please be advised that due to the evolving nature of the COVID-19 pandemic it will be unlikely that complaints are answered within their respective statutory timescales. The Council is working hard to ensure that resources are focused on delivering and supporting essential services. We appreciate your cooperation during this unprecedented situation.
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)
For more detailed advice or to obtain a copy of the procedure in another format contact 01343 543451 or email firstname.lastname@example.org.
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 Analysis and Performance Indicators
- Complaints Handling Annual Report 2021-22
- Complaints Handling Annual Report 2020-21
- Complaints Handling Annual Report 2019-20
- Complaints Handling Annual Report 2018-19
- Complaints Handling Annual Report 2017-18
- Complaints Annual Report 2016-17
- Complaints Handling Annual Report 2015-16 (PDF)
- Complaints Annual Report 2014-15 (PDF)
- 2013-14 Annual Complaints Report (PDF)
- Report – 2013: Complaints Analysis & Performance Indicators (PDF)
- Report – 2013: Complaints Analysis & Performance Indicators Appendix (PDF)
Performance on complaints is reported on a quarterly basis at a service level. Read more on our service performance page.
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.