How we offer support and guidance

We have a variety of guidance and resources available for public sector organisations in Scotland.

These will help you in complying with the Model Complaint Handling Procedure (MCHP) and provide additional advice and support for handling complaints well and learning from them.

The video presentation below highlights the key aspects and changes that have been introduced to the Model Complaints Handling Procedures as part of the recent review we have undertaken. 
For further resources - e.g. templates, policy documents, insight reports, training information - please use the drop-down menu at the bottom of the page.

The revised MCHP - video presentation

If you require any of our leaflets in other languages and formats (such as large print, audio, BSL, Braille, or a different file format for use with assistive technology), please contact us to ask for a leaflet in another language or format.

Contact us

If on behalf of a public sector organisation you have any questions about complaints handling, or if you require support or guidance, please contact us:

Phone:  0131 297 4863

Contact form 

Updated: January 26, 2024