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COVID-19 update

Please be aware that our office is currently not open to visitors and we are unable to take phone enquiries.  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

COVID-19 update for customers

Please be aware that our office is currently not open to visitors and we are unable to take phone enquiries.  Following the latest Government advice, we are not arranging face-to-face appointments for the foreseeable future. We are working towards enabling the majority of our staff to carry out some of their work from home but this may take us some time.

We are responding to emails to Ask@spso.gov.scot (please note that individual members of staff who you may have had correspondence from previously may currently be unable to access their personal inboxes). Due to the impact on our staffing resources, our response times will be affected. 

Given the unprecedented circumstances, you will experience significant delays of many months when submitting complaints to us. We sincerely apologise for the inconvenience and distress this may cause. We will do our best to support our customers through these uncertain times and will focus on helping the most vulnerable as a priority.

In light of the current situation, we would encourage you to refrain from submitting a complaint to our office if it is about the following matters:

  • Delays with complaint responses
  • Matters which are likely to resolve themselves within the next few weeks/months
  • Delays in service delivery which are the result of organisations having to cope with COVID-19 and which are non-essential.

Further information is available on our online complaints form.

In prioritising our work we will look to identify any complaints that concern COVID-19 or its impact and relate directly to current service provision for vulnerable people, and those where we believe there is a real and present risk to public health and safety. 

We are also aware that some public service organisations may, depending on their available staffing, experience substantial challenges in continuing to provide services and significant delays in handling service complaints. We understand the need to introduce business continuity arrangements for organisations while they do everything possible to minimise the health risk and focus on keeping their most essential services open to the public. While we do not want to see standards slip, given the current situation we are seeking your co-operation and consideration and asking you exercise patience and understanding in case the service received falls below expectations or responses to complaints are delayed. 

We are mindful, that the current situation may change at short notice, depending on national guidance.  In light of this, we are continually monitoring the available advice and assessing the ways in which we can continue to provide our services while at the same time protecting our colleagues and customers.

We recognise that the rapidly evolving situation is causing uncertainty.  We encourage all of our staff and customers to put their health and wellbeing, and that of their families, first to help prevent the spread of disease.  At the same time we will endeavour to deliver an efficient service and appreciate your support and understanding at this challenging time.


Updated: April 1, 2020