How to make a complaint to another organisation

The SPSO is the final stage for complaints about most public services in Scotland.  If you feel that an organisation has provided a poor service, delivered a service badly or failed to provide a service, you should first complain to them.  We can usually only consider complaints after you have completed the formal complaints procedure of the organisation concerned.  This gives them a chance to respond and put things right.

Making a formal complaint
If you do decide to make a formal complaint - and you must before the SPSO can consider your complaint - you should ask the organisation to explain the procedure to you. or send a copy of the complaints procedure to you, along with a complaint form, if they have one. 

Complaints are commonly made in writing to organisations, if you would like help with how to make a complaint, you may find our leaflet on submitting a formal complaint useful.

Once you have completed the organisation's complaints procedure, and if you remain unhappy, you can contact the SPSO to ask if we can consider your complaint.  If you are not sure if you have completed the complaints procedure, you should check with the organisation being complained about.  The final stage of many formal complaints procedures normally involves consideration by the Chief Executive.  However, you can’t assume this and should always check.

If you are still unhappy, contact us
If you're not happy with the final response from the organisation you can contact us to ask for advice.

Please contact us on freephone 0800 377 7330 if you would like advice on making a complaint.

If you would like this information in any other language or format (such as large print or Braille) please ask.

Last updated on 6 May 2010