What happens when I have complained?
We will always tell you who is dealing with your complaint. Our complaints procedure has two stages:
Stage One: resolution
We will always try to resolve your complaint quickly, within five working days if we can. If you are dissatisfied with our response, you can ask us to consider your complaint at Stage Two.
Stage Two: investigation
We will look at your complaint at this stage if you are dissatisfied with our response at Stage One. We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation. We will acknowledge your complaint within three working days. We will give you our decision as soon as possible. This will be after no more than 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 on your complaint, you remain dissatisfied with our decision, with the outcome of the investigation or the information contained in the response, you have the right to contact the Scottish Public Services Ombudsman as follows:
Contacting the SPSO
In person:
Scottish Public Services Ombudsman
Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS
By post:
Freepost SPSO
Freephone: 0800 377 7330
SPSO Website (opens new window)
SPSO online contact form (opens new window)
SPSO mobile site (opens new window)
The SPSO cannot normally look at complaints more than 12 months after you became aware of the matter you want to complain about or that have been or are being considered in court.
