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
Stage 1: Frontline response
14) We aim to respond to complaints quickly (where possible, when you first tell us about the issue). This could mean an on-the-spot apology and explanation if something has clearly gone wrong, or immediate action to resolve the problem
15) We will give you our decision at stage 1 in five working days or less, unless there are exceptional circumstances.
16) If you are not satisfied with the response we give at this stage, we will tell you what you can do next. If you choose to, you can take your complaint to stage 2. You must normally ask us to consider your complaint at stage 2 either:
- within six months of the event you want to complain about or finding out that you have a reason to complain; or
- within two months of receiving your stage 1 response (if this is later).
17) In exceptional circumstances, we may be able to accept a stage 2 complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.