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Easter office closure

Please note that our office will be closed for the Easter holidays from 5pm on Thursday 9 April to 10am until Tuesday 14 April 2020.


COVID-19 update

Please be aware that our office is currently not open to visitors and we are unable to take phone enquiries relating to complaints. However, our Scottish Welfare Fund review service is still available by telephone. 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

How long will your investigation take?

We aim to close 95% of our cases within 12 months of receiving the complaint, although many are completed in less time. 

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 2, 2018