Our Customer Charter

Our Customer Charter

Our Customer Charter

We aim to provide services for our customers that are high quality, efficient and continually improving to meet their needs.

Our Charter explains what customers should expect from us.

Excellent Customer Service

  • we will do our best to fully deal with your enquiry when you first contact us
  • we will make it quick and easy to deal with us, however you choose to contact us eg online, by text, using digital TV, by phone or in person
  • whoever you contact will take personal responsibility for your enquiry
  • if we can't give you the solution you hoped for, we'll explain why

Good information 

  • we will give you information that is easy to understand, accurate and meets your needs
  • we will keep you informed of progress if your enquiry can't be fully dealt with immediately


  • we'll be polite, friendly and helpful 
  • we'll treat you fairly and sensitively and protect your personal privacy
  • we'll organise an interpreter, signer, translation or alternative format if you need this

What we expect from our customers 

  • to treat our staff with courtesy and respect

Comments and complaints

We like to know what our customers think about the services they receive.  By letting us know what your experience of our services is, you can help us improve.

Here's how to contact us to make a comment or complaint:

  • Online
  • Phone
    03451 55 00 00
  • BT Text Direct for Deaf people
    18001 01592 55 11 91
  • In Person
    visit any Council office and speak to a member of staff
  • By Post
    Freepost RTBZ-BBJT-BBYC
    Comments & Complaints
    Fife Council
    Fife House
    North Street
    KY7 5LT


Diarmuid Cotter, Head of Customer and Online Services 
Tel: 03451 55 55 55 + Ext 48 00 50 Contact Diarmuid Cotter online
By Post: New City House 1 Edgar Street Dunfermline Fife KY12 7EP
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