The Scottish Government Complaints Procedure
It is important to the Scottish Government that complaints about service are dealt with by the right person at the right time.
If you have a complaint about the service you have received from a department or official, the Government will work with you to resolve the complaint in a full and fair way, keeping you informed of progress.
- First, you must speak to the officials in the business area or department that your complaint is about. Working with you, they will aim to resolve your complaint. You can reach officials through the Main Addresses and Contact Points of the Scottish Government.
- If, working together, you are unable to resolve the issue, the officials will ask you to confirm if you wish to move on to the next stage. A senior official will appoint a Complaints Officer who is completely independent of the business area involved in the stage above. They will look into your complaint and aim to help you resolve it. If your complaint is still not resolved it will be subject to a final review by the relevant Director. If you remain dissatisfied, you then have the option of taking up your complaint with the Ombudsman.
- Guidance on how to complain to the Scottish Government is available.
The Scottish Public Services Ombudsman
The Ombudsman is independent of the Scottish Government, and may be able to 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