In line with the implementation of the United Nations Convention on the Rights of the Child (UNCRC) Bill, the council has adopted the Scottish Public Services Ombudsman’s (SPSO) Child Friendly Complaints Procedure.
If you are dealing with a complaint raised by a young person (under 18), an adult making a complaint on behalf of a young person, or an adult making a complaint about an issue that affects a young person, we are now required to capture and consider the views of the young person throughout the process. To help you when handling complaints, you can find the child friendly complaints procedure on the Hub
Training
We are updating the mandatory complaints module on LEON to include guidance on child friendly complaints. This module is part of the staff induction process and is available from Monday 15 July. All staff are required to complete the module, particularly if you have direct contact with customers. It covers our responsibilities when handling complaints and the importance of logging all details on the corporate complaints database.
Further information and contacts
If you have any questions, please get in contact with your Departmental Complaints Officer or the Compliance and Regulatory Team:
Departmental Complaints Officers
Chief Executive’s – Jillian Brown (01546 604350)
Customer Services – Laura Blackwood (01546 604325) or Shannon Binnie (01546 604580)
Financial Services – Esther Anderson (01586 555285)
Customer Support Services – Alex Westerby (01546 604791)
Roads and Infrastructure Services – Ailsa Barr (01546 604674) or Ewan McKellar (01546 604528)
Building Standards and Development Management – Lindsay Manning (01436 657600)
Development Policy – Sheila McKenzie (01546 604158)
Economic Growth – Katy MacBrayne (01546 604673) or Christina Welch (01546 604390)
Environmental Health – Shona Keith (01546 604547)
Housing – Morven MacIntyre (01631 572180)
Education – Susan Tyre (01369 708509) or Maggie Jeffrey (01369 708508)
Live Argyll – Diane McMillan (01546 604232) or Michelle Gilmour (01546 604247)
Social Work – Email SWComplaints@argyll-bute.gov.uk Kirsty Robertson (01546 604520) or Alison McGinty (01546 604057)
Compliance and Regulatory Team
Iain Jackson (01546 604188) iain.jackson@argyll-bute.gov.uk
Alison McGinty (01546 604057) alison.mcginty@argyll-bute.gov.uk
Kirsty Robertson (01546 604520) kirsty.robertson@argyll-bute.gov.uk
