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’t I complain about?
5) There are some things we can’t deal with through our complaints handling procedure. These include:
- a routine first-time request for a service such as requesting a copy of one of our reports
- a request for compensation only
- issues that are in court or have already been heard by a court or a tribunal (if you decide to take legal action, you should let us know as the complaint cannot then be considered under this process)
- disagreement with a decision where there is a statutory procedure for challenging that decision (such as for freedom of information and subject access requests), or an established appeals process followed throughout the sector
- disagreement with the collective opinion of the Commission as expressed in our reports
- a request for information under the Data Protection or Freedom of Information (Scotland) Acts
- a grievance by a staff member or Commissioner or a grievance relating to employment, staff recruitment or public appointments
- a concern raised internally by a member of staff or Commissioner (which was not about a service they received, such as a whistleblowing concern)
- a concern about a person’s safety
- an attempt to reopen a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision
- abuse or unsubstantiated allegations about our organisation, staff or Commisioners where such actions would be covered by the Fairness at Work policy for Scottish Government staff or the Code of Conduct which public appointees (our Commisioners) are subject to.
- a concern about the actions or service of a different organisation, where we have no involvement in the issue (except where the other organisation is delivering services on our behalf such as our printing and publication).
6) If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.