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
What can I complain about?
3) You can complain about things like:
- failure or refusal to provide a service
- inadequate quality or standard of service, or an unreasonable delay in providing a service
- dissatisfaction with one of our policies or its impact on the individual
- failure to properly apply law, procedure or guidance when delivering services
- failure to follow the appropriate administrative process
- conduct, treatment by or attitude of a member of staff or contractor (except where there are arrangements in place for the contractor to handle the complaint themselves); or a Commissioner
- disagreement with a decision, (except where there is a statutory procedure for challenging that decision, or an established appeals process followed throughout the sector).
4) Your complaint may involve more than one Scottish Commission on Social Security service or be about someone working on our behalf.