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COVID-19 update

Our office is currently not open to visitors. We are responding to emails; however, due to the impact on our staffing resources, our response times will be affected.  From Monday 25 May 2020, we will also be operating a limited telephone service.  Our Scottish Welfare Fund review service is still available by telephone as normal.  Please read our information for customers and organisations

Case studies

Developing the Model Complaints Handing Procedures

The Complaints Standards Authority interviewed a number of organisations about their experiences of developing complaints handling processes using our Model Complaints Handling Procedures (MCHPs).


Contact us

If on behalf of a public sector organisation you have any questions about complaints handling, or if you require support or guidance, please contact us:

Phone:  0131 240 8852

Contact form 

Updated: March 4, 2020