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Complaints

Introduction

Ayrshire Valuation Joint Board is committed to providing high-quality customer services.

We value complaints and use information from them to help us improve our services.

If something goes wrong or you are dissatisfied with our services, please tell us.

Complaints Procedure

We have adopted the Scottish Public Services Ombudsman (SPSO) Local Authority Model Complaints Handling Procedure. Our Complaints Handling Procedure Documents can be viewed using the links below.

These documents describe our complaints procedure and how to make a complaint. It also tells you about our service standards and what you can expect from us.

Who can complain?

Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service.

How do I complain?

You can complain in the following ways;

When complaining, tell us:

  • your full name and address
  • as much as you can about the complaint
  • what has gone wrong
  • how you want us to resolve the matter

Getting help to make your complaint

We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you. You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance.

Scottish Independent Advocacy Alliance
Tel: 0131 510 9410
Website: www.siaa.org.uk

We are committed to making our service easy to use for all members of the community. In line with our statutory equalities duties, we will always ensure that reasonable adjustments are made to help customers access and use our services. If you have trouble putting your complaint in writing, or want this information in another language or format, such as large font, audio, or Braille, tell us in person, contact us on 01292 612221, e-mail us at assessor@ayrshire-vjb.gov.uk

Complaints Reporting and Performance

In accordance with our Complaints Handling Procedure and in line with SPSO's recommendations we will report annually our performance in handling complaints. You can access previous Annual Reports on our Performance in Handling Complaints by clicking on the links below.

adobe image    SPSO based Complaints Handling Procedure : 2015-16
adobe image    SPSO based Complaints Handling Procedure : 2016-17
adobe image    SPSO based Complaints Handling Procedure : 2017-18
adobe image    SPSO based Complaints Handling Procedure : 2018-19