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Important message

COVID-19 update: please visit our home page for updates on our services during the coronavirus pandemic 

 

Contact Us

Freedom of Information - Please be advised that due to the evolving nature of the COVID-19 pandemic, it may be unlikely that requests can be answered within their respective statutory time-scales. East Renfrewshire Culture and Leisure is working with significantly reduced numbers of staff. We appreciate your patience and understanding during this unprecedented situation. You can find the link to submit a Freedom of Information request on this page.

We welcome your views and comments on any aspect of our service.  You are the best people to tell us how well we are doing or if you have experienced a problem and what we can do to improve our service.

You can get in touch with us in the following ways.

• Make a complaint online

• Write to us:  

East Renfrewshire Culture and Leisure
Head Office
St. John's Campus,
18 Commercial Road,
Barrhead,
East Renfrewshire,
G78 1AJ

• Telephone us: 0141 577 3500


ERCL has a two stage complaints process:

Stage 1 - is called Frontline Resolution

  • We aim to resolve your complaint and respond to you within 5 working days or sooner if possible.
  • Where your complaint cannot be resolved within 5 working days, it will be transferred over to the Investigation stage.

Stage 2  - is called Investigation Stage

When using stage 2 we will:

  • Give you a full response to the complaint as soon as possible and no longer than 20 working days.
  • Acknowledge receipt of your complaint within 3 working days.
  • If required we will discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for.
  • If our investigation will take longer than 20 working days, we will tell you and keep you updated on progress.

After we have fully investigated, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to consider the matter.  Their address is:

SPSO
Freepost SPS0

Or you can phone them on 0800 377 7330 or visit www.spso.org.uk.  The SPSO will not normally investigate if you have known about the problem for more than 12 months before complaining.


External Advice

The Scottish Public Services Ombudsman
Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS

(Note: this should be done within 12 months of the problem arising)


Public holidays

Our offices will be closed on the following dates:

  • Wednesday 1 January 2020
  • Thursday 2 January 2020
  • Friday 10 April 2020
  • Monday 13 April 2020
  • Friday 8 May 2020
  • Monday 25 May 2020
  • Friday 25 September 2020
  • Monday 28 September 2020
  • Friday 25 December 2020
  • Monday 28 December 2020

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