Scottish Commission on Social Security: Complaints Handling Procedure
Draft Customer Facing Complaints Handling Procedure
- Document Cover
- What is a complaint?
- What can I complain about?
- What can’t I complain about?
- Who can complain?
- How do I complain?
- How long do I have to make a complaint?
- What happens when I have complained?
- Stage 1: Frontline response
- Stage 2: Investigation
- What if I’m still dissatisfied?
- Getting help to make your complaint
- Our contact details
- Quick guide to our complaints procedure
Quick guide to our complaints procedure
You can make your complaint by phone or by email.
We have a two-stage complaints procedure. We will always try to deal with your complaint quickly. But if it is clear that the matter will need investigation, we will tell you and keep you updated on our progress.
Stage 1: Frontline response
We will always try to respond to your complaint quickly, within five working days if we can.
If you are dissatisfied with our response, you can ask us to consider your complaint at stage 2.
Stage 2: Investigation
We will look at your complaint at this stage if you are dissatisfied with our response at stage 1. We also look at some complaints immediately at this stage, if it is clear that they need investigation.
We will acknowledge your complaint within three working days.
We will confirm the points of complaint to be investigated and what you want to achieve.
We will investigate the complaint and give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.
Scottish Public Services Ombudsman
If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we have handled your complaint, you can ask the SPSO to consider it.
We will tell you how to do this when we send you our final decision.