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

Could you give me more information about a complaint that I think you’re investigating or have investigated?

Our legislation says that we must carry out our investigations in private. We cannot comment on ongoing investigations and when we make reports public at the end of an investigation, we take care to anonymise individuals.

We put reports on our website to make the learning from complaints available to as wide an audience as possible. The aim is to help organisations pick up good practice from one another, and to decide whether they need to take action that may prevent the same issue from arising elsewhere. This also helps members of the public understand what we can and cannot look at, and the kind of recommendations we make.

We publish a small number of investigation reports in full (these are complaints that meet our public interest criteria) and we also publish the outcomes of 70-80 decisions a month (decision reports). These are on the our findings section of our website and can be searched by sector, organisation, subject and so on. We usually publish decision reports about six weeks after the complainant and the organisation concerned have received the final decision from our office.

Updated: December 3, 2018