Complaints
We do our best to make sure you get the best service we can provide. If you feel that our level of service has fallen below standard you expect, or you want to appeal against a decision we have made about your case, please write to the 'Head of Section' at our normal address. Please explain the nature of your complaint or appeal, and remember to give your personal reference number if you have one.
How your complaint or appeal will be dealt with.
Stage 1
We will acknowledge your complaint or appeal within five working days of receiving it. We will fully investigate your complaint or appeal, and try to reply within 14 calendar days, or tell you if there will be a delay. All formal complaints should be clearly marked 'Complaint'.
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Stage 2
If you are not satisfied with the reply you receive, you can write directly to our Chief Executive. He will reply to you within 14 calendar days or tell you if there will be a delay.
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Stage 3
If you are not satisfied with the reply from the Chief Executive, you have the right to ask the Scottish Public Services Ombudsman (SPSO) to look into your case. The SPSO has taken over the duties of the Scottish Parliamentary Commissioner for Administration (SPCA). You can also authorise someone to complain for you to the SPSO (for example, your Member of Scottish Parliament (MSP), local councillor or anyone who you think can represent your interests. You must contact the Ombudsman, preferably in writing, within 12 months after the day you first noticed this matter. The contact details are set out below:-
Scottish Public Services OmbudsmanFreepost EH641
Edinburgh
EH3 0BR
www.spso.org.uk
Tel: 0800 377 7330
Fax: 0800 377 7331
E-Mail:ask@spso.org.uk
We monitor complaints to see if we can improve our service.