We have 2 stages for dealing with complaints.
This is for complaints that can be dealt with quickly by staff in the area concerned. These complaints may be resolved on the spot or we will respond within 5 working days.
If you are dissatisfied with our response, you can ask us to consider your complaint at stage 2.
This is for complaints that need to be investigated by senior staff. This might be because:
We will:
If you are dissatisfied with our final decision or the way we have handled your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to consider it. We will tell you how to do this when we send you our final decision.
More information about making a complaint and about how we deal with complaints is available in our Complaints Guide and in our Complaints Handling Procedure documents.
Complaints guide (239KB, pdf) posted 10 October 2023
Complaints guide in easy read format (1MB, pdf) posted 09 June 2021
Complaints guide in Gaelic (258KB, pdf) posted 10 October 2023
Information on how to make a complaint in BSL
Part 1: Introduction and overview (153KB, pdf) posted 04 May 2021
Part 2: When to use this procedure (201KB, pdf) posted 04 May 2021
Part 3: The complaints handling process (227KB, pdf) posted 04 May 2021
Part 4: Governance (152KB, pdf) posted 04 May 2021