How we handle complaints

Our complaints procedure has two internal stages 

  • Stage 1: frontline resolution

We aim to resolve complaints as quickly as possible and close to where we provided the service. We will give you our decision at stage 1 as soon as possible and normally within five working days. If we can’t resolve your complaint at this stage, we will explain why and tell you what you can do next.

  • Stage 2: investigation

If we haven’t managed to resolve your complaint at stage 1, you can take your complaint to stage 2. We will also look at some complaints at this stage immediately if the issue raised is clearly complex and will require detailed investigation.

When your complaint is being dealt with at this stage, we will:

  • acknowledge receipt within three working days
  • give you the results of our investigation as soon as possible and normally within 20 working days.

What if I’m still dissatisfied?

After we have investigated fully, if you are dissatisfied with the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at the matter.

Please note that the SPSO cannot normally look at:

  • a complaint that has not completed our complaints procedure (so please make sure it has done so before contacting the SPSO)
  • events that happened, or that you became aware of, more than a year ago
  • a matter that has been, or is being, considered in court.

Full contact details and more information about the Ombudsman’s work can be found on the SPSO website.

More information on how we handle complaints is available in the guidance for the public: