Make a complaint

We value complaints and use information from them to help us improve our services.

If something goes wrong or you are dissatisfied with our service, please tell us. We will work with you to resolve it.

What is a complaint

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

What you can complain about

You can complain about things like:

• delays in responding to your enquiries and requests
• our standard of service
• treatment by, or attitude of, a member of staff
• our failure to follow proper procedure

Our complaints handling procedure is designed to deal with those cases where no other route for addressing a concern is available within the Scottish Government. Those dissatisfied with decisions of the Scottish Government or its associated bodies should normally follow formal appeal or review processes where they exist or raise concerns through their elected representative.

If you are dissatisfied with a service provided on our behalf, we will tell you how to raise a complaint with the relevant service provider.

What you can’t complain about

There are some things we can't deal with through our complaints handling procedure.

These include:

• an observation about Government policy or its implementation, however passionately felt or personally motivated (although a failure to respond courteously, adequately and in a timely way to such an observation may legitimately give rise to a complaint)
• a routine first-time request for a service, for example, local services, transport, housing, health provision
• requests for compensation
• things that are covered by a right of appeal, for example, planning and related appeal decisions
• an attempt to reopen a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision
• Freedom of Information or Environmental Information request decisions
• legal proceedings or judgements
• abuse or unsubstantiated allegations about our organisation or staff

If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.

Who can complain

Anyone who receives, requests or is directly affected by our services can make a complaint to us, including the representative of someone who is dissatisfied with our service.  If you are making a complaint on someone else’s behalf you will normally need their personal written consent.  Please also read the section on ‘Get help to make a complaint’.

How to make a complaint

You can submit a complaint by:

• emailing sgcomplaints@gov.scot
• writing to Scottish Government, Complaints, 1E.10, St Andrew's House, Edinburgh, EH1 3DG
• calling 0300 244 4000 from the UK, or +44 131 244 4000 from abroad

If you are a British Sign Language (BSL) user, you can contact us via our national BSL video relay service Contact Scotland-BSL.

Please tell us if you need information about how to make a complaint in an alternative format, or if there are ways we can make our communication with you more accessible.

Get help to make a complaint

Anyone can make a complaint to us, including the representatives of someone who is dissatisfied with our service.

There may be reasons why you are unable, or reluctant, to make a complaint yourself. We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you.

You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance.

Timescales to complain

Normally, you must make your complaint within six months of the event.

However, if you do not find out that you have a reason to complain until later, you can lodge a complaint within 6 months of finding out you have a reason to complain.

In exceptional circumstances we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.

What happens when you complain

Our complaints handling procedure has three stages

Stage 1

Staff in the area responsible for the service which has caused you concern will respond to your complaint.

We aim to resolve stage 1 complaints within five working days.

If we can't resolve the issue, you can take your complaint to stage two of the complaints procedure.

Stage 2

An investigating officer will be appointed to prepare a comprehensive response and, if we have got things wrong, will recommend improvements.

We will

• acknowledge receipt of your complaint within three working days
• if appropriate, discuss the complaint with you to understand why you remain dissatisfied and what outcome you are looking for
• give you a full response as soon as possible and within 20 working days

We will tell you if our investigation will take longer and will discuss revised time limits with you.

If you remain dissatisfied after we have fully investigated your complaint, you then have the option of asking the Scottish Public Services Ombudsman (SPSO) to investigate your complaint.

Stage 3

The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about public services in Scotland and may be able to independently take up a complaint on your behalf.

The Ombudsman will normally only be able to act if you have followed the steps above.

To find out about the Ombudsman's work, visit the Scottish Public Services Ombudsman website, or write to their office at: Freepost SPSO (this is all you need write on the envelope, and you do not need to use a stamp).

Child friendly complaints

On July 16 2024, the United Nation Convention on the Rights of Children (UNCRC) (Incorporation)(Scotland) Act 2024 made Scotland the first country in the UK, and the first devolved nation in the world, to directly incorporate the UNCRC into domestic law.

This Act ensures that children’s rights are central to policy and decision-making, and that their needs are met by public service complaints procedures in Scotland.

The SPSO have developed a child-friendly way for public bodies to handle complaints. They have created Child Friendly Complaints Handling Principles and a Child Friendly Complaints Guide for Parents and Carers to help organisations implement their Complaints Handling Procedure in a way that upholds children’s rights under the UNCRC.

Gàidhlig

Cuiribh gearan thugainn

Tha sinn a’ cur luach air gearanan agus a’ cleachdadh fiosrachadh a th’ annta airson na seirbheisean againn a leasachadh.

Ma thèid rudeigin ceàrr no mura h-eil sibh riaraichte leis an t-seirbheis againn, nach innis sibh dhuinn. Ruigidh sinn fuasgladh tro bhith ag obair còmhla ribh.

Dè th’ ann an gearan?

Tha sinn a’ meas gearan mar nochdadh mì-thoileachais sam bith mu ghnìomh no mu chion gnìomha leinn, no mu ìre na seirbheis a tha sinn a’ toirt seachad no a thèid a thoirt seachad às ar leth.

Dè seòrsa gearan a dh’fhaodas sibh a chur thugainn?

Faodaidh sibh gearan a chur thugainn mu chùisean mar na leanas:

• dàil ann a bhith a’ freagairt nan ceistean agus iarrtasan agaibh
• ìre na seirbheis againn
• an dòigh anns an deach ur làimhseachadh le neach-obrach, no giùlan an neach sin
• gun do dh’fhairtlich oirnn cumail ris na modhan-obrach ceart

Leis am modh-obrach againn gus gearanan a làimhseachadh, thathar airson dèiligeadh ris na gnothaichean sin far nach gabh slighe eile a ghabhail taobh a-staigh Riaghaltas na h-Alba gus dèiligeadh ri cùis-iomagain. Mar as trice, bu chòir dhan fheadhainn a tha mì-riaraichte le co-dhùnaidhean Riaghaltas na h-Alba, no co-dhùnaidhean nam buidhnean co-cheangailte ris, pròiseasan ath-thagraidh no ath-sgrùdaidh foirmeil a leantainn far a bheil an leithid ann, no cùisean-iomagain sam bith a thogail tron neach a chaidh a thaghadh airson an riochdachadh.

Ma tha sibh mì-riaraichte le seirbheis a thèid a thoirt seachad às ar leth, innsidh sinn dhuibh mar a thogas sibh cùis-gearain tro sholaraiche na seirbheis a bhuineas dhan chùis.

Dè seòrsa gearan nach fhaod sibh a chur thugainn?

Tha cuid a chùisean ann ris nach urrainn dhuinn dèiligeadh tron mhodh-obrach againn gus gearanan a làimhseachadh.

Nam measg, tha na leanas ann:

• beachd air poileasaidhean an Riaghaltais no mar a thèid an cur an gnìomh, ge b’ e dè an dìorras no an t-adhbhar pearsanta a th’ ann (ged a dh’fhaodadh adhbhar-gearain dligheach a bhith ann ma dh’fhairtlicheas oirnn freagairt shìobhalta, iomchaidh air a leithid a bheachd a thoirt seachad ann an deagh àm)
• iarrtas sìmplidh air seirbheis airson a’ chiad uair, mar eisimpleir air seirbheisean ionadail, còmhdhail, taigheadas no solar slàinte
• iarrtasan air dìoladh
• cùisean far a bheil còir ath-thagraidh ann; mar eisimpleir, planadh agus co-dhùnaidhean ath-thagraidh co-cheangailte ris
• oidhirp air cùis-gearain a thugadh gu crìoch roimhe ath-fhosgladh no gun tèid ath-bheachdachadh a dhèanamh air gearan far a bheil sinn air an co-dhùnadh deireannach againn a ruigsinn mar-thà
• co-dhùnaidhean a thaobh iarrtasan Saorsa Fiosrachaidh no Fiosrachadh Àrainneachdail
• cùisean no breithean lagha
• mì-ghnàthachadh no casaidean gun bhunait mun bhuidhinn no luchd-obrach againn

Ma tha modhan-obrach no còraichean ath-thagraidh eile ann leis an gabh na draghan agaibh a rèiteachadh, bheir sinn fiosrachadh agus comhairle dhuibh airson ur cuideachadh.

Cò dh’fhaodas cùis-gearain a thogail?

Faodaidh neach sam bith a chleachdas no a dh’iarras na seirbheisean againn, no a tha ga bhualadh gu dìreach leotha, gearan a chur thugainn. Tha seo a’ toirt a-steach riochdaire neach sam bith nach eil riaraichte leis an t-seirbheis againn. Mar as trice, ma tha sibh a’ togail cùis-gearain às leth neach eile, bidh feum agaibh air cead sgrìobhte pearsanta bhuaithe. Leughaibh cuideachd an earrann ‘A’ faighinn taic airson cùis-gearain a thogail’.

Ciamar a thogar cùis-gearain?

Faodaidh sibh gearan a chur thugainn tro bhith:

• a’ cur post-d gu sgcomplaints@gov.scot
• a’ sgrìobhadh gu Riaghaltas na h-Alba, Gearanan, 1E.10, Taigh Naomh Anndrais, Dùn Èideann, EH1 3DG
• a’ cur fòn gu 0300 244 4000 bhon Rìoghachd Aonaichte, no +44 131 244 4000 bho thall-thairis

Ma chleachdas sibh Cànan-soidhnidh Bhreatainn (BSL), faodaidh sibh fios a chur thugainn tron t-seirbheis bhidio nàiseanta againn a chuireas air adhart teachdaireachdan ann am BSL: Contact Scotland-BSL.

Cuiribh fios thugainn ma dh’fheumas sibh fiosrachadh air mar a thogar cùis-gearain ann an cruth eile, no ma tha dòighean ann leis am faod sinn an conaltradh eadarainn a dhèanamh nas ruigsinniche.

A’ faighinn taic airson cùis-gearain a thogail

Faodaidh neach sam bith gearan a chur thugainn; tha seo a’ toirt a-steach riochdairean neach sam bith nach eil riaraichte leis an t-seirbheis againn.

Dh’fhaodte gum bi adhbharan ann nach urrainn dhuibh fhèin (no nach eil sibh fhèin airson) gearan a chur thugainn. Faodaidh sinn gearanan a chluinntinn bho charaid, ball-teaghlaich no neach-tagraidh eile ma tha sibh air cead a thoirt dhaibh gearan a chur thugainn às ur leth.

Gheibh sibh fiosrachadh mu dheidhinn luchd-tagraidh san sgìre agaibh tro bhith a’ cur brath gu Caidreachas Tagraidh Neo-eisimileach na h-Alba.

Raon-ama airson gearan a chur thugainn

Mar as trice, feumaidh sibh gearan a chur thugainn taobh a-staigh sia mìosan bhon tachartas.

Ge-tà, mura faigh sibh a-mach aig an àm gu bheil adhbhar-gearain agaibh, faodaidh sibh cùis-gearain a thogail taobh a-staigh 6 mìosan às dèidh dhuibh faighinn a-mach gu bheil adhbhar-gearain agaibh.

Ma tha suidheachadh air leth ann, dh’fhaodte gun urrainn dhuinn gearan a chluinntinn às deidh dhan chrìoch-ama a dhol seachad. Ma tha sibh a’ faireachdainn gum bu chòir dhuinn fhathast beachd a ghabhail air a’ ghearan agaibh às dèidh dhan chrìoch-ama a dhol seachad, nach innis sibh dhuinn carson.

Dè thachras nuair a chuireas sibh gearan thugainn?

Tha trì ìrean anns a’ mhodh-obrach againn gus gearanan a làimhseachadh.

Ìre 1

’S ann bho luchd-obrach san raon air a bheil dleastanas airson na seirbheis a th’ air dragh a chur oirbh a gheibh sibh freagairt air a’ ghearan agaibh.

Tha sinn ag amas air cùisean-gearain aig ìre 1 fhuasgladh taobh a-staigh còig làithean-obrach.

Mura gabh a’ chùis fhuasgladh leinn, faodaidh sibh an gearan agaibh a thoirt gu ìre a dhà dhen phròiseas-ghearain.

Ìre 2

Thèid oifigear-rannsachaidh ainmeachadh airson freagairt ioma-chuimseach a dheasachadh agus, ma tha sinn air rudan a dhèanamh ceàrr, molaidh iad leasachaidhean air a’ ghnothach.

Seo na nì sinn:

• cuiridh sinn fios thugaibh taobh a-staigh trì làithean-obrach gun d’ fhuair sinn an gearan agaibh
• ma tha e iomchaidh, bruidhnidh sinn ribh mun ghearan gus an tuig sinn carson a tha sibh fhathast mì-riaraichte agus dè am fuasgladh ris a bheil sibh an dùil
• cuiridh sinn freagairt shlàn thugaibh cho luath ’s a ghabhas, agus taobh a-staigh 20 latha-obrach

Cuiridh sinn fios thugaibh ma mhaireas an rannsachadh againn nas fhaide na seo, agus bruidhnidh sinn ribh mu chrìoch-ama ùr.

Ma tha sibh fhathast mì-riaraichte às dèidh dhuinn rannsachadh slàn a dhèanamh air a’ ghearan agaibh, faodaidh sibh an uair sin iarraidh air Ombudsman Seirbheisean Poblach na h-Alba (SPSO) an gearan agaibh a rannsachadh.

Ìre 3

’S e Ombudsman Seirbheisean Poblach na h-Alba (SPSO) an ìre mu dheireadh airson gearanan mu sheirbheisean poblach ann an Alba a làimhseachadh, agus dh’fhaodte gun urrainn dhaibh an dleastanas airson cùis-gearain a ghabhail orra fhèin às ur leth.

Anns a’ chumantas, chan urrainn dhan Ombudsman fhaighinn an sàs mura h-eil sibh air na ceumannan gu h-àrd a leantainn.

Gheibh sibh tuilleadh fiosrachaidh mu obair an Ombudsman air làrach-lìn Ombudsman Seirbheisean Poblach na h-Alba, no faodaidh sibh sgrìobhadh thuca aig: Freepost SPSO (chan fheum sibh ach seo a sgrìobhadh air a’ chèis, agus chan fheum sibh stampa a chur oirre).

Pròiseas-gearain a tha freagarrach do chloinn

Air an 16mh latha dhen Iuchar 2024, le Achd Cùmhnant nan Dùthchannan Aonaichte airson Chòraichean Pàiste (UNCRC) (Co-cheangal) (Alba) 2024, b’ i Alba a’ chiad dùthaich san Rìoghachd Aonaichte, agus a’ chiad nàisean san t-saoghal le cumhachdan tiomnaichte, a thug an UNCRC dìreach a-steach ann an lagh na dùthcha.

Leis an Achd seo, thathar a’ dèanamh cinnteach gu bheil còraichean chloinne aig cridhe phoileasaidhean agus cho-dhùnaidhean, agus gun tèid an cuid fheumalachdan a choileanadh tro phròiseasan-gearain seirbheis phoblach na h-Alba.

Tha an SPSO air dòigh a tha freagarrach do chloinn a chruthachadh leis an gabh gearanan a làimhseachadh le buidhnean poblach. Chruthaich iad Prionnsabalan a tha Freagarrach do Chloinn airson Gearanan a Làimhseachadh, agus Stiùireadh-gearain do Phàrantan agus Luchd-cùraim a tha Freagarrach do Chloinn, leis am faod buidhnean am modh-obrach aca fhèin a chur an gnìomh airson gearanan a làimhseachadh, ann an dòigh a sheasas còraichean chloinne fon UNCRC.