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COVID-19 update

Our office is currently not open to visitors. We are responding to emails; however, due to the impact on our staffing resources, our response times will be affected.  From Monday 25 May 2020, we will also be operating a limited telephone service.  Our Scottish Welfare Fund review service is still available by telephone as normal.  Please read our information for customers and organisations

Who do you take complaints from?

Any person or organisation who is a member of the public for the purposes of Section 5 (6) of the SPSO Act 2002.  This excludes a number of public authorities, including local authorities.  We can, however, take complaints from any customer of a licensed water or sewerage provider within our jurisdiction.

You can make a complaint on your own, or jointly with someone else but we investigate  specific individual complaints, not petitions or general representations from groups.  We can't take complaints from community councils.

If you want to, you can ask an independent advocate or adviser, an MSP or MP, a friend, relative or neighbour to bring your complaint to us. If you do that, we'll need your written confirmation or consent that you want them to do so.  You can confirm this on our complaint form (online).

Anonymous complaints
It is very unlikely that we could act on an anonymous complaint.  If you are concerned about the implications of making a complaint and want to discuss this with us please contact us.

Updated: December 3, 2018