First of all, we’re very sorry you’re here and need to make a complaint. But at the same time, we’re glad you’re taking the time to feedback to us. So, thank you. We treat complaints very seriously and promise to deal with them fairly and promptly, and in many cases we'll resolve them right away. The process is very straightforward – here’s how it works:
Stage 1: frontline resolution
We aim to resolve most issues within five working days. But, if you still have concerns, you can ask us to take further steps.
Stage 2: investigation
Most investigations are carried out if you aren’t happy with our response at stage one. However, some complaints go straight to stage two if they are complex or need detailed study.
We will acknowledge your complaint within three working days and give you our decision as soon as possible. This will be within 20 working days unless there is clearly a good reason for needing more time.
The Scottish Public Services Ombudsman
If, after receiving our final decision, you are still unhappy with either the result – or the way in which we handled your complaint - you can ask the SPSO to look into it. We will tell you how to do this when we send you our final decision.