Making Complaints

What happens next

Our complaints procedure has two stages. 

Stage one - frontline

We aim to resolve complaints quickly and close where we provided the service.

This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.

We will give you our decision at stage one in five working days or less, unless there are exceptional circumstances.

If we can’t resolve your complaint at this stage, we will move your complaint to stage two - investigation.

Stage two - investigation

If you're not happy with our response to a stage one complaint, or your initial complaint needs a more complex investigation, your complaint will be handled at stage two.

Complaints handled at stage two will be:

  • acknowledged within 3 working days
  • responded to as soon as possible and within 20 working days

If our investigation will take longer than 20 working days, we'll keep you updated on progress and let you know what the revised timescale is for the response.

After stage two - investigation

When you receive our stage two - investigation response, you can contact us if you need anything clarified within the letter.  If you're not happy with the response, there will be information about how to contact the Scottish Public Services Ombudsman (SPSO).

You should only contact the SPSO after you've received your stage two - investigation response. 

Find out more about how we deal with your complaint.