Our Complaints Procedure
You can make your complaint either in person, by phone, by e-mail or in writing.
We have a two stage complaints procedure. We will always try to deal with your complaint quickly, but where it is clear that the matter will require a detailed investigation we will tell you and keep you updated of our progress.
We will always try to resolve your complaint quickly, and within five working days wherever we can.
If you are dissatisfied with our response to your complaint at this stage you can ask for your complaint to be considered at the next stage of our procedure
We will look at your complaint at this stage if you are dissatisfied with our response at Level 1. Sometimes we go straight to Level 2, where it is clear that complaints are particularly complex or will require detailed investigations.
We will acknowledge your complaint within three working days and provide you will our decision soon as possible but not later than 20 working days, unless there is a clear reason for extending this timescale
If, after receiving our final decision on your complaint you remain dissatisfied, either with our decision or the way we have handled your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to consider your complaint.
We will tell you how to do this when we send you our final decision