You can make your complaint in person, by telephone, by e-mail or in writing.
We have a two-stage complaints procedure. We will always try to deal with your complaint quickly, but if it is clear that the matter will need a detailed investigation we will tell you and keep you updated on our progress.
Stage one: Early, local resolution
We will always try to resolve your complaint quickly, within five working days if we can.
If you are dissatisfied with our response, you can ask us to consider your complaint at Stage two.
Stage two: Investigation
We will look at your complaint at this stage if you are dissatisfied with our response at Stage one. We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation.
We will acknowledge your complaint within three 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.
The Scottish Public Services Ombudsman
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 SPSO to consider it.
We will tell you how to do this when we send you our final decision.