COVID-19 update

Please be aware that our office is currently not open to visitors and we are unable to take phone enquiries.  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 we put things right

If we find a problem, as well as putting things right for you, we want to make sure the same thing doesn’t happen to someone else. This is why we sometimes make recommendations after looking into a complaint. We follow up rigorously on every recommendation to make sure it is carried out.

Here are some examples :

  • a proper written apology
  • review a decision
  • change a process
  • put in place a procedure they should have had
  • comply with their complaints process

Sharing learning

We publish our reports to share the learning from complaints and help service providers improve.  You can search our online reports to read examples of our findings and recommendations.

For help searching reports phone our communications team on 0131 240 8849.


Updated: November 16, 2018