Source · SPSO (Scottish Public Services Ombudsman)

Falkirk Council

SPSO (Scottish Public Services Ombudsman) Upheld Reference 201911424 Sector Local Government Category Complaint handling Decided 01 October 2021

View Falkirk Council scorecard

Complaint record keeping failures

Full decision

We found that the council failed to acknowledge the complaint within the timeline as set out by the Model Complaints Handling Procedure. The council failed to update C while they were waiting for the council’s response, and the length of time it took for the council to provide a response was excessive and unreasonable.

As such, we upheld this complaint. Due to the learning and actions taken by the council after they issued their response we did not make recommendations as appropriate action had already been taken.

Other decisions involving Falkirk Council

Reference	Date	Summary	Outcome
202307184	01 Oct 2025	C, a council tenant, complained that the council had failed to replace their kitchen, which was outdated and in a …	Partly Upheld
202403907	01 May 2025	C complained that the council unreasonably failed to assess their housing application in accordance with their policies and procedures. C …	Upheld
202402009	01 Apr 2025	C complained to the council that they had unlawfully carried out repairs to the communal roof and chimney of a …	Upheld
201900986	01 Mar 2023	C complained about the service provided by the council's social work service in connection with their child (A), who resided …	Upheld
201910292	01 Apr 2022	C is the owner of a 'four-in-a-block' flat and the other three properties in the block are owned by the …	Not Upheld

View all decisions for this organisation

Source decision Back to decisions list

Falkirk Council

Full decision

Related reading

Other decisions involving Falkirk Council