The Assessor & ERO and the Grampian Valuation Joint Board hope that your business has been transacted in a polite and efficient manner, as well as in line with the law relating to our Local Government functions. In the fields of local taxation and electoral registration we cannot always bring about the outcome you would wish but regardless of outcome strive to ensure that you receive a professional service delivered knowledgeably, fairly and courteously.
If, after conducting business with us, you are left feeling positive or negative about some aspect of the service you received you can contact us here.
If however you wish to make a complaint about the way your case was handled or about an individual member of staff, please refer to the Complaint Form below. The notes that are provided with the form provide explain the three stages that a complaint can go through. The stages are –
Stage 1 – Frontline resolution. We would hope to resolve the vast majority of complaints as quickly and directly as possible, usually directly with the member of staff you have been in contact with. We aim to have these complaints resolved within 5 working days of receipt.
Stage 2 – Investigation. If we cannot resolve your complaint quickly or the complaint is of a more serious nature, we will appoint a senior member of staff to investigate your complaint. We aim to have the investigation completed and the complaint resolved within 20 working days.
Stage 3 – External review. You can normally ask the Scottish Public Services Ombudsman (SPSO) to look at a complaint that has not been capable of resolution at Stage 2 which concerns service failure or maladministration. Further detail is provided below and also with the Complaint Form that you can download.
The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about most organisations that provide public services in Scotland. The service is independent, free and confidential. The SPSO will normally only consider a complaint after you have exhausted Stages 1 and 2 of our complaints procedure referred to above. The SPSO cannot normally look into complaints more than 12 months after you became aware of the matter you want to complain about or any matters that are being considered in court.
You can contact the SPSO at 4 Melville Street, Edinburgh, EH3 7NS. Telephone 0800 377 7330.