We have a two-stage complaints procedure. We will always try to deal with your complaint quickly. We will tell you and keep you updated if it is clear that the matter will need a detailed investigation.
You can make a complaint in person, by phone, by e-mail or in writing.
Stage one - frontline resolution
We'll always try to resolve your complaint quickly, within five working days if we can. If your complaint is complicated we might move to Stage 2 straight away.
Most complaints are resolved at this first stage but you can ask us to consider your complaint at Stage 2 if you're dissatisfied with our response.
Stage 2 - investigation
We'll acknowledge your complaint within 3 working days and discuss it with you to understand why you are still dissatisfied.
We'll then give you our decision within 20 working days unless there is clearly a good reason for needing more time.
Scottish Public Services Ombudsman (SPSO)
You can speak to the SPSO if you're still unhappy after receiving our final decision or are dissatisfied with the way we handled your complaint. You must complete our procedure before the SPSO can look at your complaint.
- Contact the SPSO
- Call 0800 377 7330
- Write to Freepost SPSO
We've developed our complaints handling procedures in line with SPSO guidance and feedback from customers.
- Download a leaflet explaining our complaints procedure [301kb]
- View the full version of our complaints handling procedure [970kb]
- Read our Annual complaints monitoring report 2015/16 [118kb]