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.

How long will your investigation take?

We aim to close 95% of our cases within 12 months of receiving the complaint, however, we are currently experiencing delays to our service and this may affect the time taken to investigate your complaint.

It is difficult to predict how long an individual investigation will take, as each case is different.  Generally, they take longer where they are complex, involve a lot of written material, where we need to make detailed enquiries, or if we need to get professional advice.  We will contact you and the organisation regularly, to update you on progress.

Updated: March 28, 2022