Complaint review

There are some things you cannot raise as complaints so please take a moment to consider these below.

You can’t make a complaint about something that happened six months ago or longer. This includes if you just found out that you have a reason to complain.

A first-time request for a service is not a complaint as the Council is being made aware of the issue for the first time. Typical requests would include things like:

• Report an issue regarding grass, pruning or weeds
• Report a road or street lighting issue (for example, blocked drains, potholes, broken streetlights, Electric Vehicle charging points)
• Request a housing repair
• Report a missed bin or apply for a new bin
• Report fly tipping or posting, report graffiti or vandalism

Raising queries, making observations or providing feedback are also not considered complaints.

If you would like to request a service, report a fault or contact us about something that is not listed above. You can do this by Contacting us or visiting our A to Z listing page.

Complaints about data protection, Freedom of Information and Subject Access Requests are different from standard complaints as they follow different processes. See our Data Protection and Freedom of Information pages for more details.

Compensation claims aren’t handled as complaints. This includes matters that are in the hands of the Council’s insurer. If you believe that we are at fault for something and wish to make an insurance claim, see our Make a claim page.

Complaints about antisocial behaviour should, in the first instance, go to the Council’s Anti-Social Behaviour Investigation Team (ASBIT).

Email the Anti-Social Behaviour Investigation Team on ASBIT@north-ayrshire.gov.uk or call them on 01294 314640.

Antisocial Behaviour Investigation Team, North Ayrshire Council, Galt House, 31 Bank Street, Irvine KA12 0LL

For information on what the team does visit our Antisocial behaviour page.

You also can’t raise complaints regarding any of the following:

• issues that are in court or have already been heard by a court or a tribunal
• a disagreement with a decision where a statutory right of appeal exists. Such matters should be progressed through the relevant appeal route. For example, appeals relating to Council Tax, Council Tax Reduction and Non Domestic Rates (where there are no administrative or arithmetic errors) should be referred to the Local Taxation Chamber. For concerns relating to planning reviews and appeals, visit the Council's Planning page for more information
• an attempt to re-open a previously concluded complaint or have a complaint reconsidered where the Council has already provided its Stage Two response
• a concern about a child or an adult’s safety (visit our Adult support and protection page for more information)
• abuse or unsubstantiated allegations about the Council or its employees (the Council may consider such correspondence under its Unacceptable Contact Policy document)
• a concern about the actions of a separate organisation (except where the other organisation is delivering services on our behalf)
• a grievance by a Council employee, including grievances relating to employment or recruitment

Please ensure you have read the above before continuing. If you still believe the matter you want to contact us about is a complaint, then you can:

If you don't want to raise your complaint online there are other ways you can raise your complaint with us:

Call our Contact Centre on 01294 310000.

By contacting the relevant department directly (complete our contact form and see our A to Z listing page).

Write directly to the relevant department using the address below:

Cunninghame House, Irvine, KA12 8EE

Complaints specifically about Social Work should be addressed to:

Health and Social Care Partnership Complaints Department, 5th Floor West, Cunninghame House, Irvine, KA12 8EE

Our customer service office locations are available for you to view.