- 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 if I’m still dissatisfied?
21) After we have given you our final decision, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.
The SPSO are an independent organisation that investigates complaints. They are not an advocacy or support service (but there are other organisations who can help you with advocacy or support).
You can ask the SPSO to look at your complaint if:
- you have gone all the way through the SCoSS’s complaints handling procedure
- it is less than 12 months after you became aware of the matter you want to complain about; and
- the matter has not been (and is not being) considered in court.
The SPSO will ask you to complete a complaint form and provide a copy of our final response to your complaint. You can do this online at www.spso.org.uk/complain/form or call them on Freephone 0800 377 7330.
You may wish to get independent support or advocacy to help you progress your complaint. See the section on Getting help to make your complaint below.
The SPSO’s contact details are:
99 McDonald Road
(if you would like to visit in person, you must make an appointment first)
Their freepost address is: