Compliments and complaints

We do all we can to get it right first time – but we know sometimes that’s not the case.

If we don’t get things right, we’ll listen and learn to stop it happening again. If you’re unhappy with any of our services then let us know.

Our complaints policy follows the Scottish Public Service Ombudsman complaint handling model.

We also want to hear from you if we’ve gone that extra mile to help. Fill in our form to tell us about the great service you've received.

Stage one: resolving your complaint quickly

We will tell you who is responsible for resolving your complaint within two working days. We will always try to resolve your complaint quickly, within five working days.

If you are unhappy with our response, you can ask us to consider your complaint at stage two.

Stage two: investigating your complaint

We will review your complaint at this stage, if you are dissatisfied with our response at stage one.

If it is clear that a complaint is more complex, sensitive or needs a detailed investigation, or if there’s a specific reason why it cannot be resolved quickly, we will investigate it as a stage two complaint.

We will acknowledge your complaint within two working days. We will give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.

External review

If, after receiving our final decision on your complaint, you remain dissatisfied with our decision, or the way we have handled your complaint, you can ask the Scottish Public Sector Ombudsman (SPSO) or where appropriate The Care Inspectorate to consider it.