We don't know whether the most recent response to this request contains information or not – if you are Simon Williams please sign in and let everyone know.

Definition of complaint and dispute

Simon Williams made this Freedom of Information request to City of Edinburgh Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

We're waiting for Simon Williams to read recent responses and update the status.

Dear Dame Bruce,

Could you please explain the difference between a complaint and a dispute.

I have written to you separately, by email and letter. The letter is pasted below:

---------------------------------------------------------------------

RE: Historic Statutory Notices: Complaint Stage 2: 1-12 Shaw's Square, Edinburgh

Many thanks for your letter of 26th March 2015, in response to my letter to the Chief Executive on 13th March 2015. I had not been made aware that you were going to respond to the concerns directed to her (other than an automated response). But I thank you.

I shall write directly to Dame Bruce in full about your response, shortly.

In the meantime, I do have two immediate questions arising from your letter:

1) You replied that "due to the complexity of the points raised within your communications we have escalated your complaint to the Investigation Stage (Stage 2) under the provisions of the Council’s Complaints procedure".

As our concerns are now registered in your complaints process, does this mean that you accept that the issues at hand are in dispute? Or is a complaint not a dispute?

2) You stated in Response 4 "We will duly investigate any issues raised by the respective owners being held liable for the costs of the statutory notice works, and should any of these investigations determine that an adjustment is required to the final accounts we will take the steps necessary regarding any potential refunds".

Could you clarify at what stage and how you propose to 'duly investigate any issues'? My understanding from the final part of your letter "The letter states our final position on your complaint", is that you have closed negotiations.

These two statements seem contradictory.

Are we to suppose that you mean we have to be taken to court for you to accept that the issue is in dispute, and to then 'investigate the issues? Or are you saying you are still open to addressing the problems in a polite and civilised way prior to that unfortunate necessity?

I look forward to your reply.
---------------------------------------------------------------------

Yours faithfully,

Simon Williams

Freedom of Information, City of Edinburgh Council

Thank you for your email. We are dealing with your enquiry and we will get
back to you as soon as possible.
Regards,
 
Customer Services.
 
This is an automatically generated email. Please do not reply to this
email.

show quoted sections

Simon Williams

Dear City of Edinburgh Council,

Would you be as kind as to let me know when I might expect a response to my FOI Request.

By law you were obliged to have replied by 30th April.

Yours sincerely,

Simon Williams

Freedom of Information, City of Edinburgh Council

Thank you for your email. We are dealing with your enquiry and we will get
back to you as soon as possible.
Regards,
 
Customer Services.
 
This is an automatically generated email. Please do not reply to this
email.

show quoted sections

City of Edinburgh Council

Dear Mr Williams

Freedom of Information (Scotland) Act 2002 - Request for Review

Subject: Definition of complaint and dispute

Thank you for your correspondence of 3 May 2015 asking that the Council reviews its handling of your request for information of 31 March 2015

You requested a review as you were dissatisfied that you had not received a reply

I can confirm that the Council will deal with your review promptly under the provisions of the Freedom of Information (Scotland) Act 2002. You will receive a full response no later than 20 working days upon receipt of your request.

If you are not content with the outcome of the review, you can ask the Scottish Information Commissioner to review our decision. You must submit your complaint to the Commissioner within 6 months of receiving our review response. The Commissioner can be contacted at:

The Office of the Scottish Information Commissioner
Kinburn Castle
Doubledykes Road
St Andrews
Fife
KY16 9DS
Telephone: 01334 464610
Fax: 01334 464611
Website www.itspublicknowledge.info
E-mail: [email address]

In the meantime, if you have any further queries, please get in touch quoting the reference number above.

Yours sincerely,

Information Governance Unit
Level 2:1, Waverley Court, Edinburgh EH8 8BG Tel 0131 200 2340
[Edinburgh City Council request email] www.edinburgh.gov.uk

Legal FOI, City of Edinburgh Council

2 Attachments

Dear Mr Williams,

 

Please find attached the response to your request for review which has
been dealt with under the terms of the Freedom of Information (Scotland)
Act 2002.

 

Yours sincerely,

 

Chris Peggie

Review Officer

 

 

Chris Peggie| Governance Service | Legal, Risk and Compliance Division |
Directorate of Corporate Governance | The City of Edinburgh Council
| Waverley Court Business Centre 2:1, 4 East Market Street, Edinburgh, EH8
8BG | phone: 0131 529 4494| fax: 0131 529 3603

 

This advice is strictly privileged and confidential and is intended for
use by the recipient only.

 

 

[1]Consulting Edinburgh footer.jpg

[2]Have your say on the issues that matter to you

 

 

 

 

 

 

show quoted sections

References

Visible links
1. https://consultationhub.edinburgh.gov.uk/
2. https://consultationhub.edinburgh.gov.uk/

Dear City of Edinburgh Council,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of City of Edinburgh Council's handling of my FOI request 'Definition of complaint and dispute'.

I am sorry but your answer to my request for a review is wholly unsatisfactory.

In your answer you state the Council deems a 'Complaint' to be "“A complaint is any expression of dissatisfaction about any aspect of the Council’s services.”

And then you state the Council deems a 'Dispute' to be:

"Queries and Disputes
21. If a charge is disputed the Service must notify the Accounts Receivable Team immediately
to prevent the recovery process continuing. All disputes must be resolved by the Service
within 90 days of the invoice being raised and the Accounts Receivable Team notified of
the outcome.

22. Where disputes are not resolved within this timeframe the Accounts Receivable Team will
place the invoice on suspend or hold. The Service is then responsible for resolving the
issue and updating the Accounts Receivable Team.".

I have used these very terms in my previous letters to you. I have quoted your own Corporate Debt Policy, I am using the same words as you ... and yet you fail to put our invoices on hold, despite the fact that we are 'disputing' the invoices.

This seems quite simply to be a contravention of your own policy.

Please note: The residents of Shaw's Square have registered a complaint and are in dispute of the invoices.

I would ask someone else within your department to answer the question, why our disputation of your invoices is not seen as a dispute.

In the meantime this will be taken up further with the Scottish Information Commissioner.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/d...

Yours faithfully,

Simon Williams

Freedom of Information, City of Edinburgh Council

Thank you for your email. We are dealing with your enquiry and we will get
back to you as soon as possible.
Regards,
 
Customer Services.
 
This is an automatically generated email. Please do not reply to this
email.

show quoted sections

Legal FOI, City of Edinburgh Council

Dear Mr Williams,

I can confirm that the Council have issued a review request regarding "Definition of complaint and dispute". This was issued to you on the 3 June 2015, as the Council had failed to provide an initial response to your request.

As the Council have issued a review request, and provided the information it holds, if you remain dissatisfied with the recorded information provided then as advised in our correspondence of the 3 June 2015 you have a right of appeal to the Scottish Information Commissioner. You must submit your complaint to the Commissioner within 6 months of receiving this review response. The Commissioner can be contacted at:

The Office of the Scottish Information Commissioner Kinburn Castle Doubledykes Road St Andrews Fife
KY16 9DS
Telephone: 01334 464610
Fax: 01334 464611
Website www.itspublicknowledge.info
E-mail: [email address]

From your email below it would appear that you remain dissatisfied due to Property Conservations processing of your "complaints" and "dispute of the invoices". These are not points that the Scottish Information Commissioner would investigate. Consequently, I have forwarded your email to Property Conservation to issue a response direct to yourself.

Yours sincerely,

Chris Peggie
Review Officer
Information Governance Unit

show quoted sections

We don't know whether the most recent response to this request contains information or not – if you are Simon Williams please sign in and let everyone know.