Comments
We want to know when you are unhappy with any aspect of the service that we provide so that we can learn when improvement is needed and what has to be addressed. Our objective is to maintain a high quality service and to develop that service within the resources that we have, so we also like to know which aspects of our service you are happy with. We would also like to hear any comments you may have on this web site.
Complaints
If you are dissatisfied with any aspect of our service, please make this known to the contact person who is handling your appeal. If you remain dissatisfied or wish to lodge a complaint, please write to the Directorate Manager at the address given in 'contact us" or via e-mail. If sending an e-mail, please ensure that you supply your postal address because in some instances we must reply to you using the postal service. All written complaints are investigated thoroughly and a considered response is given to the complainant. If we find that a complaint is justified we will apologise and take the steps that are necessary to stop the same mistake being made again. However, we are unable to change the decision taken by a Reporter on an appeal after his or her decision letter has been issued. The only means of having such a decision reconsidered is following a successful challenge in the Court of Session. The Act requires that such a challenge must be made within 6 weeks of the date of the Reporter's decision.
The Scottish Public Services Ombudsman
If, after having made a formal complaint and received a final response from the Unit, you are still not satisfied, you may wish to consider requesting that the Scottish Public Services Ombudsman undertakes a review. The Ombudsman can be contacted at:
The Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS
Telephone 0800 377 7330
Fax 0800 377 7331
Email ask@spso.org.uk
Website http://www.spso.org.uk/
Their web site allows you to download advice about making a complaint. The site indicates what you can expect to happen and also allows a complaint form to be downloaded.