Make a complaint
If something goes wrong or you are dissatisfied with our service, please tell us. We will work with you to resolve it.
What you can complain about
You can complain about things like:
- delays in responding to your enquiries and requests
- failure to provide a service
- our standard of service
- our policy
- treatment by, or attitude of, a member of staff
- our failure to follow proper procedure
Your complaint may involve more than one service or be about someone working on our behalf.
There are some things we can't deal with through our complaints handling procedure.
These include:
- a routine first-time request for a service, for example, local services, transport, housing, health provision
- requests for compensation from external organisations
- things that are covered by a right of appeal, for example, planning and related appeal decisions
- Freedom of Information or Environmental Information request decisions
- legal proceedings or judgements
If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.
Get help to make a complaint
Anyone can make a complaint to us, including the representatives of someone who is dissatisfied with our service.
There may be reasons why you are unable, or reluctant, to make a complaint yourself. We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you.
You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance.
Timescales to complain
Normally, you must make your complaint within six months of the event.
However, if you do not find out that you have a reason to complain until later, you can lodge a complaint up to 12 months after the event itself.
In exceptional circumstances we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.
What happens when you complain
We will always tell you who is dealing with your complaint.
Our complaints handling procedure has three stages.
1. How to complain: frontline resolution
Contact staff in the area responsible for the service which has caused you concern.
You can find the right person to talk to by:
- checking our list of contact points
- emailing sgcomplaints@gov.scot
- writing to Scottish Government, Complaints, 1E.10, St Andrew's House, Edinburgh, EH1 3DG
We aim to resolve your complaint informally within five working days.
If we can't resolve the issue, you can take your complaint to stage two of the complaints procedure.
2. If you are not satisfied: investigation
An Investigating Officer will be appointed to prepare a comprehensive report and, if we have got things wrong, will recommend improvements.
We will:
- acknowledge receipt of your complaint within three working days
- where appropriate, discuss the complaint with you to understand why your remain dissatisfied and what outcome you are looking for
- give you a full response as soon as possible and within 20 working days
We will tell you if our investigation will take longer and will agree revised time limits with you.
After we have fully investigated and you remain dissatisfied, you then have the option of asking the Scottish Public Service Ombudsman (SPSO) to investigate your complaint.
3. Independent investigation of your complaint: ombudsman
The Scottish Public Services Ombudsman (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 write to the office at: Freepost SPSO (this is all you need write on the envelope, and you do not need to use a stamp).