Complaints

We always aim to get things right first time, but if the service you have received from us doesn’t meet your expectations please let us know. Complaints give us valuable information we can use to improve service provision and customer satisfaction. By taking the time to tell us when you are not happy, this gives us the opportunity to address any issues you have experienced and also helps us to prevent the same problem from happening again.

The Complaints Handling Procedure (CHP) that we follow was developed by the Scottish Public Service Ombudsman (SPSO) and has recently been reviewed. It sets out what is and isn’t a complaint, the timescales that we will adhere to when dealing with your complaint and what you can do if you remain unhappy with how we have dealt with your complaint.

There are a number of ways in which you can let us know you are dissatisfied: by phone, in writing, by email, through our self-service app or portal via our website. You can find out more by visiting the complaints tab on this website