Complaints Procedure

The Council values your comments and takes your complaints seriously.

Orkney Islands Council recently revised its complaints service.

At Orkney Islands Council we want to provide the best possible services to you, the people of Orkney. Most of the time, we feel that we do. However, we know that there may be times when you are unhappy with a Council service.

In that case it is very important that you let us know what has happened, so that we can find a resolution.

If we cannot find a resolution, we will tell you why. This webpage tells you how to go about bringing your concerns to the attention of the Council, and how these can be resolved.

How Do I Make a Complaint?

If you are unhappy with the service you have received from the Council, there are a number of ways in which you can make your concerns known.

In the first instance you should try to have the matter resolved by the person who manages the service. The Council’s Customer Service Advisors will be able to tell you who you should speak to and will put you in contact with the right person. You can contact them on 01856 873535. In most circumstances your complaint will be dealt with quickly by the manager.

If the matter is not resolved quickly by the manager or you don’t feel that the complaint can be dealt with in an informal way, then you can make a formal complaint to one of the Complaints Officers. This can be done in a number of ways:

• By telephoning the Council on 01856 873535 and telling the Customer Service Advisor that you want to make a formal complaint. They will then put you in touch with the correct Complaints Officer.
• By writing to the Complaints Officer for the relevant service at: Orkney Islands Council, School Place, Kirkwall, KW15 1NY
• By sending an email to Complaints

A new leaflet explaining the procedure is available by clicking on the link within the Related Downloads section to the left of the webpage and is also available from the Council Offices. Large print, audio and children’s versions of the leaflet are also available.

You can also download a full copy of the corporate complaints procedure by clicking on the link within the Related Downloads section.

Whatever way you contact the Council, you should explain as clearly as possible what you are complaining about, and what you think should happen to resolve the matter.

Some people may choose to make their complaint direct to their local Councillor or to the Council’s Chief Executive. It should be noted, however, that complaints made to Councillors and the Chief Executive are passed on by them to the relevant Complaints Officer to be dealt with.

Some people may choose to make their complaint anonymously. This too is perfectly valid, but the quality of the investigation of the complaint may be affected since the Complaints Officer will not have all of the information that they need for a proper investigation.

What if I Have an Issue That Makes it Difficult for me to Complain?

We understand that some people, for a variety of reasons, may find it very difficult to make a complaint. In such circumstances the Complaints Officer for the service involved will arrange assistance to help you make your complaint.

Alternatively you may wish to seek assistance from another agency, for example, the Citizens Advice Bureau or an advocacy service.

What if I Want to Pay the Council a Compliment?

It is just as important for the Council to know what it does particularly well. If you have experienced good service you can tell the manager who is responsible for the service.

What if I Want to Complain Against a Councillor?

Details of the procedure for complaints against a Councillor can be viewed in PDF format from the Related Downloads section.