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Easter office closure

Please note that our office will be closed for the Easter holidays from 5pm on Thursday 9 April to 10am until Tuesday 14 April 2020.


COVID-19 update

Please be aware that our office is currently not open to visitors and we are unable to take phone enquiries relating to complaints. However, our Scottish Welfare Fund review service is still available by telephone. Following the latest Government advice, we are not arranging face-to-face appointments for the foreseeable future. We are responding to emails; however, due to the impact on our staffing resources, our response times will be affected.  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