How we handle complaints
We value complaints and use information from them to help us improve our service.
We aim to resolve complaints about our service quickly, and whenever possible in a simple and straightforward way.
If you have a complaint about our service or our staff, the Scottish Government will work with you to resolve the complaint. If something has gone wrong we will try to resolve the problem quickly and implement any improvements that are needed to prevent similar mistakes in future.
To use our Complaints Handling Procedure
- First, please contact staff in the most appropriate area of the Government, which is the area responsible for the service which has caused you concern. Working with you, they will aim to achieve frontline resolution which is Stage One of the Complaints Handling Procedures. You can find the right person to talk to through the Main Addresses and Contact Points or by emailing Complaints@scotland.gsi.gov.uk. We aim to resolve your complaint informally within five working days.
- If we are unable to achieve frontline resolution of your issue, you may take your complaint to Stage Two of the process. An Investigating Officer will be appointed to prepare a comprehensive report and, if we have got things wrong, will recommend improvements.
- If you remain dissatisfied, you then have the option of asking the Scottish Public Service Ombudsman to investigate your complaint.
- You can read our Guidance on how to complain to the Scottish Government for more information.
The Scottish Public Services Ombudsman (SPSO)
The SPSO is the final stage for complaints about public services in Scotland and may be able to independently take up a complaint on your behalf. The Ombudsman will normally only be able to act if you have followed the steps above.
To find out about the Ombudsman's work, visit the Scottish Public Services Ombudsman website, or contact the office at:
4 Melville Street
Tel: 0800 377 7330