Information leaflets

• How to complain about a public service (PDF)
  This leaflet tells you about how to complain about a public service and has an example of what to put in a complaint letter if you want to complain in writing.
• Difficulties and delays in the complaints process (PDF, 117KB)
  This leaflet provides you with advice on what to do if you are struggling to progress your complaint with a public service.
• How to complain to the SPSO (PDF)
  This leaflet tells you about SPSO and how to make a complaint to us.
• How we handle your complaint at the SPSO (PDF)
  This leaflet tells you about our process and how we handle complaints.  Alternatively, you can read our How we handle complaints page.
• How we investigate your complaint (PDF)
  This leaflet provides more detail on the investigation stage of the complaints process.
• Complaints Form (PDF)
  Our complaints form includes a consent form for people making a complaint on behalf of others. It can be printed, completed and sent to us.
  If you wish to fill this form in electronically, please use our online complaints form.
• Engagement Policy (PDF)
  Our Engagement Policy explains how we will interact with people and approach situations where the behaviour or actions of individuals using our service are making it difficult to deal with their complaint.
• Customer Service Standards (PDF)
  We are committed to offering you a high-quality service. Our Customer Service Standards describe how you can expect us to act.
• How to ask for a review of an SPSO decision (PDF)
  This leaflet gives information about what to do if you wish to request a review of a decision made by us.

We are always happy to give advice on individual complaints. Our range of fact sheets give advice about common topics of complaint that members of the public ask us about. The fact sheets outline what we can and cannot do in particular areas of complaint and provide details of other organisations that might be able to offer help or support.

We can give you any of our leaflets in other languages and formats (such as large print, audio, Braille, or a different file format for use with assistive technology) if you ask.

Please contact us to ask for a leaflet in another language or format.

• Antisocial behaviour and neighbour problems (PDF)
• Care Inspectorate (PDF)
• Commissions, Commissioners and other regulatory authorities (PDF)
• Council tax banding (PDF)
• Crown Office & Procurator Fiscal Service (PDF)
• Further education and higher education (colleges and universities) (PDF)
• Information rights (PDF)
• Guide for MSPs, MPs and Parliamentary staff (PDF)
• NHS - Scotland (PDF)
• NHS - Removal from a GP or dentist's register (PDF)
• Planning (applicant) complaints (PDF)
• Planning (objector) complaints (PDF)
• Prisoner information leaflet 1: How you can complain (PDF)
• Prisoner information leaflet 2: What we do when we get your complaint (PDF)
• Prison complaints form (PDF)
• Prison complaints: Resolving your complaint (PDF, 187KB) Please note: this leaflet is intended for internal use but is being shared as it contains useful information.
• Prison complaints: Prison healthcare (PDF, 150KB). Please note: this leaflet is intended for internal use but is being shared as it contains useful information.
• Registered Social Landlord (RSL) tenant complaints (PDF)
• Social Work: How to complain about a social work service (PDF)

• SPSO Guidance on Apology (PDF)
  When we investigate a complaint and find a problem that has not been solved, we often recommend that the organisation offer an apology. This guidance note sets out what an apology is and what you need to do for an apology to be meaningful.
• SPSO Redress Policy (PDF, 249KB)
  This leaflet sets out the SPSO approach to resolving a complaint or request through recommendations for redress.

For further information for complaint handling staff in public service organisations, guidance and training opportunities, please visit our webpages for organisations.