Complaints procedure
We have a 2-stage complaints procedure.
We will always try to deal with your complaint quickly. But if it is clear that the matter will need investigation, we will tell you and keep you updated on our progress.
Stage 1 – frontline response
We try to respond to complaints quickly, within 5 working days or less, if we can.
This could mean an on-the-spot apology and explanation if something has clearly gone wrong and what we will do to put it right as soon as possible. If it is clear your complaint requires investigation, we might move it directly to stage 2 straight away.
If we can't respond to your complaint within 5 working days, we will let you know.
If you are not satisfied with the response we give at this stage, we will tell you what you can do next. If you choose to, you can take your complaint to Stage 2.
Stage 2 - investigation
We will acknowledge your complaint within 3 working days. We may then contact you to discuss and understand why you are still dissatisfied and what you would like to happen.
We will try to resolve your complaint where we can. Where we cannot resolve your complaint, we will give you a full response as soon as possible, normally within 20 working days.
If our investigation will take longer than 20 working days, we will tell you. We will tell you our revised time limits and keep you update on progress.
Scottish Public Services Ombudsman (SPSO)
If you are still unhappy after receiving our final decision or are dissatisfied with the way we handled your complaint, you can speak to the SPSO. You must have gone all the way through our complaints handling procedure before the SPSO can look at your complaint.
Contact the SPSO
Telephone: 0800 377 7330
Post: Freepost SPSO
Website: Scottish Public Services Ombudsman
The SPSO have produced a handy step-by-step video explaining how to complain about a public service – SPSO.
Care complaints
If your complaint relates to a care service we provide, you can choose whether to complain to us or the Care Inspectorate. You can find out more about their complaints procedure, or make a complaint, by contacting them.
The Care Inspectorate has several offices around Scotland.
Find a Care Inspectorate office
Further information
We've developed our complaints handling procedures in line with SPSO guidance and feedback from customers.