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What happens when I have complained?

We will always tell you who is dealing with your complaint. Our complaints procedure has two stages:

Stage One: 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, with the outcome of the investigation or the information contained in the response, you have the right to contact the Scottish Public Services Ombudsman as follows:

Contacting the SPSO

In Person:By Post:
SPSOSPSO
4 Melville StreetFreepost EH641
EdinburghEdinburgh
EH3 7NSEH3 0BR

Freephone: 0800 377 7330

SPSO Website

SPSO online contact form

SPSO mobile site

The SPSO cannot normally look at complaints more than 12 months after you became aware of the matter you want to complain about or that have been or are being considered in court.