Make a complaint
We are committed to providing high-quality customer services. We value complaints and may use the learning from the information given when we review service standards in the future.
Step 1 – contact a service
The first step is usually to speak to someone from the service you are unhappy with.
There are a number of ways you can direct your enquiries or requests to the relevant service.
You can also:
Search our website
Telephone: 030 33 33 3000 – ask to be put through to the appropriate service
visit a Customer Service Centre
Step 2 – make a complaint
We regard a complaint as any expression of dissatisfaction by 1 or more residents about:
- our action or lack of action
- the standard of service provided by or on our behalf
If something goes wrong or you are dissatisfied with our services, please tell us.
Normally, you must make your complaint within 6 months of the event you want to complaint about.
In special circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.
You can also:
Write to us at: Freepost RTHK-RAGT-KTHT
Information Governance Team
Council Headquarters
English Street
Dumfries
DG1 2DD
Email: commentsandcomplaints@dumgal.gov.uk
Telephone: 01387 260467
What we need to know
We need to know:
- your full name and contact details
- how you would like us to contact you
- as much as you can about the complaint
- what has gone wrong
- what outcome you are seeking
You can complain anonymously but we will not be able to respond to you directly about your complaint without your contact details.
If you have specific needs, please tell us about your requirements and we will make reasonable adjustments where possible. For example, we welcome enquiries and complaints in all languages and can provide access to telephone interpretation support through Language Line Solutions.
British Sign Language, braille and large print
You can request our leaflets in other formats such as large print or braille:
Telephone: 030 33 33 3000.
British Sign Language (BSL) users can contact us by using the online British Sign Language interpreting video relay service Contact Scotland.
Getting help to make your complaint
We understand that you may be unable or reluctant to make a complaint yourself. We accept complaints from the representative of a person who is dissatisfied with our service.
We can take complaints from a friend, relative or an advocate, if you have given them your consent to complain for you.
If you are making a complaint on behalf of someone
If you are making a complaint on behalf of someone, please ask them to complete a request for authorised consent form. They must provide a copy of it with your complaint submission.
You can find an advocate at Dumfries and Galloway Advocacy Service.
You can find out about advisers in your area through Citizens Advice Bureau.
What happens next
We will always try to respond to your complaint quickly, within 5 working days or less, if we can.
Most complaints are resolved at this stage but if you are still unhappy there are further steps you can take.