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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

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.

Please follow the links below to access the resources.


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 4814

Contact form 

Updated: August 4, 2020