Making a complaint

The Scottish Parliamentary Corporate Body (SPCB) is committed to providing high-quality customer service. We therefore value complaints and use information from them to help us improve our services. If something goes wrong or you are unhappy with our staff or services, please tell us.

These pages explain how you can make a complaint. If you simply want to make a suggestion or pay us a compliment, please contact Public Information and Resources.

What is a complaint?

The SPCB defines a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

What can I complain about?

You can complain about things such as:

  • our failure to provide a service
  • inadequate standard of service
  • SPCB policies
  • treatment by or attitude of a member of SPCB staff
  • the SPCB’s failure to follow the appropriate administrative process

What can’t I complain about?

There are some things we can’t deal with through the SPCB's complaints handling procedure. These include complaints about:

  • Members of the Scottish Parliament (MSPs)
  • the Scottish Ministers or government policy
  • other organisations
  • issues that are in court or have already been heard by a court or a tribunal
  • a decision where a statutory right of appeal exists such as the decision on a freedom of information request.

Information is available on how to complain about an MSP, their staff or a Scottish Government Minister in our Guide to making a complaint about a Member of the Scottish Parliament. If other procedures can help you resolve your concerns, we will give information and advice to assist you.

How to make a complaint?

You can use our online form to submit a complaint about the Scottish Parliament staff or services or about SPCB policies. Please select one of the following:

You can find information on how to make a complaint in our

This information is available in various formats:

Speaker symbol     Audio Complaints Guide (5.76 MB MP3)  

 

How to make a complaint - BSL

How we handle complaints - BSL

 

Contact details for complaints - BSL

 

How to make a complaint - a quick guide - BSL

Further information is available in How we handle a complaint

Please contact our telephone enquiry line on 0800 092 7500/0131 348 5000 or email info@parliament.scot if you have any questions about making a complaint.