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We want to hear from you
We’re committed to providing a high standard of service and treating everyone we work with fairly and respectfully. If something has gone wrong, or you’re not happy with the service you’ve received, please tell us, your feedback helps us improve what we do.
You can read or download our full Complaints Handling Procedure or find the key information below.
What counts as a complaint
A complaint is any expression of dissatisfaction about something we’ve done, failed to do, or how we’ve carried out our work.
Sometimes a complaint can involve more than one service or someone working on our behalf.
There are some issues that we can’t deal with through this procedure, including:
If there’s another route to resolve your concern, we’ll let you know and help you find the right contact.
Anyone can make a complaint either directly or through a representative such as a friend, relative, or advocate (with your consent).
We are committed to making our service easy to use for everyone. If you need information in a different format (for example, large print, audio or Braille) or in another language, please let us know.
You can contact us:
When you get in touch, please include:
It’s usually best to raise your complaint as soon as possible, ideally within six months of the issue. In exceptional cases, we may be able to consider complaints made later.
Our complaints process has two stages:
Stage 1 – Quick resolution
We aim to resolve straightforward complaints within five working days, often through an apology, explanation, or quick action to put things right.
Stage 2 – Investigation
If your complaint is more complex or you’re unhappy with the Stage 1 outcome, it will move to investigation.
We’ll acknowledge your complaint within three working days and aim to give a full response within 20 working days.
If it takes longer, we’ll keep you updated.
If you’ve completed our complaints process and remain dissatisfied, you can contact the Scottish Public Services Ombudsman (SPSO).
SPSO contact details:
Scottish Public Services Ombudsman
Bridgeside House, 99 McDonald Road, Edinburgh EH7 4NS
Freephone: 0800 377 7330
www.spso.org.uk
You can also use their online contact form.
If you’d like support, you can contact the Scottish Independent Advocacy Alliance:
Tel: 0131 510 9410
Email: enquiry@siaa.org.uk
Website: www.siaa.org.uk
We’ll always make reasonable adjustments to help you access our services.
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