Complaints and compliments

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.

Make a request for 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.

Start now

You can also:

Write to us at: Freepost RTHK-RAGT-KTHT
Information Governance Team
Council Headquarters
English Street
Dumfries
DG1 2DD

Email: [email protected]
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. 

Children and young people’s complaints

If you are under 18, you have the right to tell us if something is wrong. We will listen to you and take what you say seriously.

Find out how children and young people can make a complaint, get help and understand what happens next:

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.