Making a complaint
We take all complaints seriously and try to resolve them as early as possible.
The first step is usually to speak to someone from the service you're unhappy with. There are a number of ways you can direct your enquiries or requests to the relevant service.
You can report common issues online (such as potholes, missed bins or broken street lights) or you could:
- search our website
- email contact@dumgal.gov.uk
- call 030 33 33 3000
- visit a Customer Service Centre
Make a complaint
If you're unhappy with the response you receive from a service or don't want to speak to the service directly you can submit a complaint:
Insurance Claim
You cannot make an insurance claim using the the above complaint form. Compensation claims against the council need to be directed to the insurance claims system. If you wish to make an insurance claim you can do so by completing the insurance claim online form.
You can also:
- Email commentsandcomplaints@dumgal.gov.uk
- Call 030 33 33 3000
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Download a form to send to us [PDF - 65.05KB]
- Write to Freepost RTHK-RAGT-KTHT, Information Management and Complaints Unit, Council Headquarters, English Street, Dumfries, DG1 2DD
You'll need to provide:
- your full name
- your contact details
- information about your complaint
- details of how you want us to resolve the matter
You can complain anonymously but we won't be able to respond to you directly about your complaint without your contact details.
What happens next
We will always try to resolve your complaint quickly, within 5 working days if we can. Most complaints are resolved at this stage but if you are still unhappy there are further steps you can take.
Implementation of the Revised Model Complaints Handling Procedure - 1 April 2021
The Scottish Public Services Ombudsman (SPSO) have published a revised Model Complaints Handling Procedure (MCHPs). We are currently working on implementing the revised MCHPs ready for 1 April 2021. You can find out more at: Revised Model Complaints Handling Procedures | SPSO
