Scottish Commission on Social Security: Complaints Handling Procedure

Draft Customer Facing Complaints Handling Procedure

Who can complain?

7) Anyone who receives, requests or is directly affected by our services can make a complaint to us (See What is a complaint). This includes the representative of someone who is dissatisfied with our service (for example, a relative, friend, advocate or adviser). If you are making a complaint on someone else’s behalf, you will normally need their written consent. Please also read the section on Getting help to make your complaint below.