Complaints against South Lanarkshire Council rose sharply over the last three years, with a 32 per cent jump recorded last year alone, a new report has revealed.
The local authority received 1,719 complaints between April 2025 and March 2026, up from 1,298 the year before - an increase of 421 complaints. Complaints had already risen by 17 per cent between 2023/24 and 2024/25.
Rise spread across most departments
The figures were revealed in a report tabled at the council's executive committee on Wednesday. The complaints report, produced by Jackie Taylor, the council's finance and corporate resources chief, said the increases were spread across most council departments.
Last year, the community and enterprise departments saw complaints climb by 42 per cent, housing and technical by 53 per cent, and education by 57 per cent. Social work was the only area where complaints fell, dropping by eight per cent.
AI-enabled submissions add complexity
The report points to several reasons for the rise, including improved reporting routes, more consistent recording and a “stronger focus on transparency and service user voice.” However, people now using AI to formulate complaints to the council has also played a role.
The report states: “There is also evidence of increased repeat and escalated complaints, alongside a notable impact from AI-enabled submissions which can amplify both volume and complexity.
“More detailed AI-enabled complaints require additional investigation, greater coordination across service areas and are likely to take longer to resolve, increasing the likelihood that customers remain dissatisfied and request escalation to stage two.”
The number of complaints pushed up from an initial response to a second, more detailed review rose from 174 in 2024/25 to 262 in 2025/26 - a 51 per cent increase.
Response times and outcomes
Despite the rise in numbers, the council said it is still meeting its response time targets. First responses are being sent out in an average of four working days, against a five-day target, while second-stage responses average 13 working days, within the 20-day target.
Of the complaints closed last year, 28 per cent were upheld, 51 per cent were not upheld, and 21 per cent were resolved before a decision was reached.
Jackie Taylor's report links the rise in upheld complaints to “the knowledge and experience of employees, gaps in communication and alignment to processes,” adding that further training is being rolled out to staff.
Her report continues: “If complaints are not handled effectively, there can be an adverse effect on the public perception of the council which can lead to a lack of trust in the services provided.”
A customer survey carried out alongside the report paints a mixed picture. Of 57 people who responded, only 24 per cent said they were satisfied overall with how their complaint was handled, while 65 per cent said they were dissatisfied.
South Lanarkshire's complaint rate remains well below the Scottish average. The council recorded five complaints per 1,000 residents last year, compared with a national average of 12.
Across Scotland, complaints made to the Scottish Public Services Ombudsman rose by 31 per cent over the same period, suggesting the rise in South Lanarkshire reflects a wider trend across local authorities.
