COVID-19 update

Our office is currently not open to visitors. We are responding to emails; however, our response times will be affected.  We are operating a limited telephone service for complaints related enquiries. Our Scottish Welfare Fund review service is still available by telephone as normal.  Please read our information for customers and organisations

Difficulties and delays in the complaints process

If you have already complained to the organisation and are having difficulty going through the complaints procedure or you are experiencing delays, please follow this advice:

  • Contact the organisation to confirm that the matter is being dealt with as a complaint (and not as an enquiry or a request for services).
  • Once you have ensured that the matter is going through the organisation's formal complaints procedure, you can ask for an update on the progress of your complaint, and an estimated timescale of when they expect to respond.
  • If you have received a stage 1 response and you remain unhappy, you should follow the instructions at the end of your stage 1 response and request that your complaint is escalated to stage 2.
  • In the event that you have not received a response to your complaint within the timescales (5 working days at stage 1 and no more than 20 working days at stage 2), and you have made efforts to contact the organisation but have not been given an update, please contact our Assessment and Guidance team online or on freephone 0800 377 7330.

Updated: March 30, 2021