The number of serious complaints upheld against Dundee City Council has risen in the past six months.
Nearly 60% of stage two complaints were upheld between July and September, more than triple that for the previous three months, and up from zero in the last quarter of 2013-14.
The figures, revealed in a report to the council’s scrutiny committee, also show that nearly 30% of those who complain to the council believe the local authority does not take their issues seriously.
West End councillor Richard McCready said: “I am concerned about the increases in the numbers of serious complaints upheld in the last quarter, and while I accept that there may be small numbers involved I will be looking for a detailed explanation.
“By its nature the complaints procedure deals with people who are unhappy with the council, but we should be concerned with a figure that says 30% of respondents were very dissatisfied that their complaint had been taken seriously.”
The report claimed a very small number of complaints go to stage two, meaning the percentage of figures will fluctuate considerably.
The overall trend in complaints has risen since 2012, with 2014-15 figures showing 292 were closed between April and September.
The first half of 2014-15 revealed an increase in complaints about the local authority’s failure to provide services, delays in responding to enquiries and requests and failure to meet service standards.
The council’s chief executive, David Martin, said: “While the overall trend has risen since 2012, we believe this reflects greater use of the electronic complaints recording system rather than any increase in actual dissatisfaction.
“We continue to emphasise to staff the importance of responding to complaints within target or contacting customers to agree extended targets if a quick response is not possible.”
Mr Martin said complaints are “generally being recorded, investigated and responded to well”, and that complainants “are being contacted to keep them informed of progress if complaints are taking longer than the target number of days to investigate”.
However, 30% of respondents in the review group’s latest satisfaction survey said they were “very dissatisfied”, believing their complaint had not been taken seriously.
The same number also said they were not given a clear explanation of the reason behind the council’s decision in respect of their complaint.
Mr Martin said: “The group does still see some cases where targets have been missed or complainants have not been advised about escalating complaints if still dissatisfied.”
Councillor McCready added: “The council should have nothing to fear from a robust complaints procedure which listens to the citizens of Dundee and allows the council to deliver better services.”