Make a complaint

We want to learn from our mistakes

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:

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 investigations
We will acknowledge your complaint within three working days and advise you of the outcome of our investigation as soon as possible - usually within 20 working days unless there is a reason for needing more time.

The Scottish Public Services Ombudsman
If, after receiving our final decision, you are still unhappy with the result, or with the way in which we handled your complaint, you can ask the SPSO to look into it. We will advise you in writing how to do this when we send you our final decision.

 

Click the links to find out more about our Complaints Policy and Procedure.

Please click here for an update from the SHR on complaints and Significant Performance Failures. The accompanying leaflets can be downloaded here.

If you wish to find out about how to involve advocacy services, click here for more information and here for a list of free advocacy services.

A summary of complaints and compliments received last year can be found here

We hope we can resolve your issue quickly and to your satisfaction.

Privacy Settings


Any website will use types of information gathering tools, for example cookies, to function. These are mostly used to make the site work for you and do not usually directly identify you, but they can give you a more personalised web experience. You can choose not to allow some types of tools however this may impact your experience of the site.

Accept all settings

I agree to accept all settings below


Essential needed to use our website

These are necessary for the website to function. They are usually set to enable a response to actions by you for example for services such as logging in, filling in forms or paying for something. This includes third-party services specifically Google Maps and ReCaptcha.

Performance to improve our services to you

This allows us to, for example, count visits and sources so we can measure and improve the performance of our site. It helps us know which pages are the most and least popular and how visitors move around our site.

Other Third-Party to enhance your experience

This is based on uniquely identifying your browser and device. It may be used to build a profile and collect information about your visits. If you do not allow this you'll not be able to see our social media feeds and you will experience less targeted advertising. This category includes for example Facebook pixels, other social media feeds and Google Analytics.

These settings will be stored in a cookie on your device. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, please visit www.allaboutcookies.org