COVID-19 update

Our office is currently not open to visitors. We are responding to emails and are operating a limited telephone service for complaints related enquiries. Our Scottish Welfare Fund review service is 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.

Given the current COVID-19 (Coronavirus) situation, some public service organisations may experience substantial challenges in continuing to provide services and significant delays in handling service complaints.  We would encourage you to refrain from contacting our office if it is about matters which are likely to resolve themselves within the next few weeks/months or delays in service delivery which are the result of organisations having to cope with COVID-19 and which are non-essential.  We also ask that you do not contact us regarding delays in complaint responses, unless you have made efforts to contact the organisation but have not been given an update.

Updated: April 27, 2021