Making a complaint
We take all complaints seriously and try to resolve them as early as possible.
COVID-19 update
Please be aware that our main council office is currently not open to visitors and but that we are able to take phone and email enquiries. Following the latest Government advice, we are not arranging face-to-face appointments for the foreseeable future. We are responding to phone enquiries and emails; however, due to the impact on our staffing resources, our response times will be affected.
Read the full update on making a complaint
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:
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.
