COVID-19 update

We are currently operating under hybrid working arrangements. For details on how you can access our service, please read our information for customers and organisations

COVID-19 update for customers

Following Scottish Government guidance, we are operating under hybrid working arrangements. This allows us to continue delivering our service as normal, while helping to reduce the risk of COVID-19 transmission across the wider community.

Under these arrangements, we are receiving emails and calls as normal. You can call our Freephone line on 0800 377 7330.

This line is open during the following hours:

Monday: 9am – 1pm

Tuesday: 1pm – 5pm

Wednesday: 9am – 1pm

Thursday: 1pm – 5pm

Friday: 9am – 1pm

Our Assessment & Guidance team will be available to answer general enquiries or for advice on how to make a complaint. Calls outside of these hours can be arranged by appointment using our online contact form.

If you would like to visit our office in person, you must arrange an appointment first by phoning 0800 377 7330 or using our online contact form. We will not accept visitors without an appointment.

We are open Monday, Wednesday, Thursday and Friday 9am-5pm; Tuesday 10am-5pm.


Delays to our service

Due to the unprecedented circumstances over the last 2 years and the impact on our staff resources at the start of the pandemic, you will experience significant delays when submitting complaints to us; currently we estimate that there may be a delay allocating the complaints we receive to a Complaints Reviewer for detailed consideration of around eleven months. We read every complaint when it arrives and we respond within 1 week with an estimated time scale of when we will be able to allocate individual complaints to a Complaints Reviewer. We sincerely apologise for the inconvenience and distress this may cause. We will do our best to support our customers through these uncertain times. Please see more detailed information on our delays.


Data protection

Hybrid working means that, on occasions, our staff will need to store records relating to complaints at home.  Where this is necessary, we have strict procedures in relation to staff storing confidential information securely whilst working from home.

Our general privacy notice is available here.


Updated: July 1, 2022