How to make a complaint

Model Complaints Handling Procedure

Our Complaints Handling Procedure reflects The Highland Council’s commitment to valuing complaints and seeing them as a way of improving our services. We will seek to resolve customer dissatisfaction as close as possible to the point of service delivery and undertake a thorough, impartial and fair investigations of the customer’s complaint so that, where appropriate, we can make evidence-based decisions on the facts of the case.

The Complaints Handling Procedure will help us provide better services, improve relationships with our customers and enhance public perception of the Highland Council.  It will help us keep the user at the heart of the process, while enabling us to better understand how to improve our services by learning from complaints.

Part 1 - Introduction and overview

Part 2 - When to use this procedure

Part 3 - The complaints handling process

Part 4 - Governance

Part 5 - Customer facing complaints handling procedure