Complaints

Complaints give us an opportunity to put things right when something goes wrong. You can complain about things like:

• delays in responding to your enquiries and requests
• failure to provide a service
• our standard of service
• treatment by or attitude of  a member of staff
• failure to follow proper procedure.

If you would like to make a complaint you can call us, write to us, talk to a member of staff or fill out an online form. 

Once we’ve received your complaint we aim to reply within 5 working days.

If you’re not happy with our reply you can ask us to look at it again. This means we will carry out a detailed investigation into your complaint and have 20 working days to do so.

If you are still dissatisfied with our response or the way we handled your complaint you can go to the Scottish Public Services Ombudsman (SPSO) website or contact them by emailing ask@spso.uk or call 0800 377 7330.

You’ll find more information about how we treat complaints in this booklet.