Compliments and complaints

We do all we can to get it right first time – but we know sometimes that’s not the case.

If we don’t get things right, we’ll listen and learn to stop it happening again. If you’re unhappy with any of our services then let us know.

Our complaints policy follows the Scottish Public Service Ombudsman complaint handling model.

We also want to hear from you if we’ve gone that extra mile to help. Fill in our form to tell us about the great service you've received.

We take your complaints, comments and compliments very seriously and we always try to learn from them and your feedback.

Our Complaints Annual Report highlights some of the improvements we’ve made to services based on what you have told us. It also lets you know how we perform when handling your complaints.  Click below to read our reports.

How do I make a complaint?
 

If you wish to make a complaint relating to one of our subsidiaries, you can do so on their dedicated websites:

    My rights
     

    Our complaints leaflet explains what to expect from us when we are dealing with your complaint.

    It sets out the two-stage complaints process, what we do and timescales for each stage.

    You’ll also find out what to do next if you remain unhappy with our decision or the way we handled your complaint.

    To find out more, click on our complaints leaflet.

    The Scottish Public Service Ombudsman oversees complaints handing for public services in Scotland.

    The Scottish Housing Regulator has in place a process for significant performance failures.

    Where appropriate The Care Inspectorate offers independent advice.