This service is managed by Corporate Governance
Complaints, compliments and feedback
We want to hear from you about the services we provide, when we've got it wrong, when we've got it right, and when you have an idea about how we could do better. After all, it's you, as the people who use our services, who really know how we're doing.
Contact details for compliments, complaints and feedback
Making a compliment
Our staff try to do their very best for the people of Orkney, and some of them go the extra mile. We think it's important that staff who've done a great job hear about it. If you'd like to compliment a member of staff or a team, you can email, write or phone us, and we'll make sure the individual and their manager find out. See our contact details above.
Making a comment or suggestion
We run many services across Orkney and we're always looking for ways to improve. If you have a suggestion about how we could do something better, we'd love to hear it. Where we can put your suggestion into action, we will. Sometimes changes need to wait until we next review a service, if that's the case, your comments will feed into that review and we'll let you know what happens. See our contact details above.
Making a complaint
We take your complaints seriously. We define a complaint as:
An expression of dissatisfaction by one or more members of the public about the council's action or lack of action, or about the standard of service provided by or on behalf of the council.
We've updated our complaints procedure under guidance from the Scottish Public Services Ombudsman (SPSO), using an approach now common across local government in Scotland, designed to help us get things right first time and resolve complaints as close as possible to where the service was delivered.
How to make a complaint
If you're unhappy with a service you've received from us, you can let us know in a number of ways:
- Through our online form which is available 24/7, so you can let us know straight away and your request will be ready for the relevant team as soon as our offices open. You can also set up a MyGovScot account to track progress on your complaint.
- By phone: 01856 873535
- By email: complaints@orkney.gov.uk
- By post: Complaints, Orkney Islands Council, School Place, Kirkwall, Orkney, KW15 1NY
- By visiting Customer Services
When you contact us, please tell us:
- Your full name and address
- As much as you can about what's happened
- What's gone wrong
- How you'd like us to resolve it
What happens next
We'll always tell you who is dealing with your complaint. Our process has two stages.
Stage one - frontline resolution
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Stage one - frontline resolution
Show HideWe aim to resolve complaints quickly, as close as possible to where the service was provided. This might mean an on-the-spot apology and explanation, with immediate action to put things right. We'll give you our decision within 5 working days or less, unless there are exceptional circumstances. If we can't resolve things at this stage, we'll explain why and let you know what you can do next - which may include moving to stage two, either straight away or after you've had time to consider our decision.
Stage two - investigation
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Stage two - investigation
Show HideStage two covers complaints that haven't been resolved at stage one, as well as complex complaints that need detailed investigation. At this stage, we will:
- Acknowledge your complaint within 3 working days
- Discuss it with you, to understand why you remain unhappy and what outcome you're looking for
- Give you a full response within 20 working days
If our investigation will take longer than 20 working days, we'll tell you, agree revised timescales with you, and keep you updated on progress.
If you're still unhappy
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If you're still unhappy
Show HideOnce we've fully investigated your complaint, if you're still dissatisfied with our decision or how we handled things, you can ask the Scottish Public Services Ombudsman (SPSO) to look into it.
The SPSO generally cannot look at:
- A complaint that hasn't yet completed our full complaints procedure
- Events that happened, or that you became aware of, more than a year ago
- A matter that is being or has been considered in court
If you find it difficult to complain
We understand some people find it difficult to make a complaint, for a variety of reasons. If that's you, our Complaints Officer for the relevant service can arrange support to help. You might also want to get help from another organisation, such as Citizens Advice or an advocacy service.
Complaints about senior staff
We understand that complaints about senior staff need particularly careful handling, to avoid any conflict of interest. In these cases, we may ask an officer at an equivalent or higher level, from another service or local authority, to carry out the investigation.
Complaints about councillors
This procedure doesn't cover complaints about councillors. If you believe a councillor has breached the Councillors' Code of Conduct, you should contact the Commissioner for Ethical Standards in Public Life in Scotland.
Social work and social care complaints
If your complaint relates to social work or community care services provided by Orkney Health and Care, please see our Orkney Health and Social Care Partnership section below.
Planning complaints
If your concern relates to planning, please see the SPSO's guidance on what to do if you have a complaint about how your objection to a planning application was handled, available in our downloads below, along with our Complaints Handling Procedure Customer Guide.
Handling anonymous complaints
We take all complaints seriously, including anonymous ones, and will look into them further wherever we can. Generally, we'll consider an anonymous complaint if there's enough information to allow us to make further enquiries. If there isn't enough information for us to act on, we may decide not to pursue it - any such decision is authorised by the relevant Executive Director or Head of Service.
Orkney Health and Social Care Partnership
If you're unhappy about a service you've received from Orkney Health and Social Care Partnership (OHSCP), or about anything we've done or not done, we want to hear about it. If your complaint relates to the Orkney Integration Joint Board (IJB), please see the IJB Complaints Handling Procedure in our downloads below.
We'd also like to hear if we've done something well, so we can keep doing it, or if you have ideas about how we can make things better for you or for people across Orkney.
If the service is provided by Orkney Islands Council
- Visit our Customer Services
- Call us on 01856 873535
- Write to: Complaints, compliments and feedback, Orkney Islands Council, School Place, Kirkwall, Orkney, KW15 1NY
- For compliments and feedback, email social-services@orkney.gov.uk
- For complaints, email complaints@orkney.gov.uk
If the service is provided by NHS Orkney
- Let a member of staff know
- Call NHS Orkney on 01856 888221 and ask to speak to Julie Tait
- Write to: Patient Experience Officer, NHS Orkney, Forelands Road, Kirkwall, Orkney, KW15 1NZ
- Email ORK.feedback@nhs.scot
If you're not sure which organisation provides the service you're contacting us about, get in touch with either the council or NHS Orkney, and we'll make sure your message reaches the right place.
Child friendly complaints
On 16 July 2024, the UN Convention on the Rights of the Child (UNCRC) (Incorporation) (Scotland) Act 2024 made Scotland the first country in the UK, and the first devolved nation in the world, to directly incorporate the UNCRC into domestic law. This means that children's rights must be central to how we make decisions, and that our complaints procedures must reflect their needs.
In practice, this means that whether a child raises a complaint themselves, an adult raises one on their behalf, or a complaint relates to matters affecting a child, we must make sure the child's voice is included in our investigation. We're currently updating our Child Friendly Complaints Policy in line with this legislation and SPSO guidance, and this will be available soon.
Advocacy
If you need support to give feedback or make a complaint, advocacy services can help you say what you want to say.
Advocacy Orkney provides independent advocacy support for everyone, and can be contacted on 01856 870111.
Any children or young people open to social work can also access independent advocacy support from Who Cares? Scotland, whether or not they're care experienced.
Related resources
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Complaints Handling Procedure: Full document
This document contains Orkney Islands Council’s procedure for receiving, assessing and responding to complaints about its services. It explains what counts as a complaint, who can complain, how to support people, and when other processes apply. Complaints are handled through a quick frontline response or a fuller investigation, with timescales and a right to seek review by the Scottish Public Services Ombudsman. It also sets out staff responsibilities, confidentiality, record-keeping and how complaints are used to improve services.
Please be aware that this summary has been generated using AI.
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Complaints Handling Procedure: Customer Guide
This document contains Orkney Islands Council’s guide to making a complaint about its services, staff or decisions. It explains what can and can’t be complained about, how to complain, time limits and the help available, including representatives and reasonable adjustments. Complaints are handled in two stages: frontline resolution within five working days, followed by investigation, with a response within 20 working days. If you’re still dissatisfied, you can contact the Scottish Public Services Ombudsman or, for care complaints, the Care Inspectorate.
Please be aware that this summary has been generated using AI.
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Complaints Handling Procedure: IJB
This document contains the Orkney Integration Joint Board’s procedure for handling complaints about Board decisions or actions by its officers. It explains who can complain, how complaints may be made, accessibility and confidentiality requirements, and which issues should use other processes. Complaints are handled through a quick frontline response within five working days or a fuller investigation, usually within 20 working days, with the option of review by the Scottish Public Services Ombudsman. It also sets out staff responsibilities, recording, reporting and learning from complaints.
Please be aware that this summary has been generated using AI.
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Policy on Unacceptable Actions and Challenging Behaviour by Service Users and Complainants
This document contains Orkney Islands Council’s policy for managing challenging or unacceptable behaviour by service users and complainants. It explains how staff should respond to aggression, abuse, unreasonable demands and persistent complaints, while treating people fairly and keeping services accessible. It sets out when contact may be restricted, how incidents are reported, and how decisions can be appealed and reviewed. It also covers risk flags, information sharing, staff safety and example letters notifying people about flags.
Please be aware that this summary has been generated using AI.
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OHAC How to Feedback Leaflet
This document contains guidance on making a complaint, compliment or comment about services provided by Orkney Health and Care. It explains who can give feedback, what information to include, how to contact the Service Experience Officer, and how concerns are handled, including acknowledgement within 5 working days and a response within 28 days of a meeting. It also gives contact details and explains that NHS services should be contacted through NHS Orkney.
Please be aware that this summary has been generated using AI.
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What to do if you have a complaint about the way your objection to a planning application has been handled
This document contains guidance from the Scottish Public Services Ombudsman on complaints about how objections to planning applications are handled. It explains that you must normally complete the planning authority’s complaints process first, and complain within 12 months. The Ombudsman may investigate poor administration or mistakes in the process, but can’t overturn planning decisions or consider complaints while legal action is taking place. It also explains how to complain, what evidence to provide and where to get further advice.
Please be aware that this summary has been generated using AI.
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NHS Orkney: Feedback and Complaints(opens in new tab)