If you are not happy with the outcome of your application
If we decide that you are not eligible for payment and you think this is wrong, you should speak with your employer who can explain how the result was determined.
How to challenge the initial determination
Once you have spoken with your employer, please contact email@example.com to raise your concern.
We aim to provide you with an informal answer within five working days. If this doesn’t happen you can take your complaint to stage two.
If you are not satisfied with the stage one resolution, please get in touch by:
- emailing: firstname.lastname@example.org
- writing to Scottish Government, Complaints, 1E.10, St Andrew's House, Edinburgh, EH1 3DG
An Investigating Officer will be appointed to prepare a comprehensive report and, if we have got things wrong, will recommend improvements.
- acknowledge receipt of your complaint within three working days
- discuss the complaint with you if needed to understand why you are dissatisfied and what outcome you are looking for
- give you a full response as soon as possible and within 20 working days
- let you know if our investigation will take longer and agree a time limit with you
If you are still dissatisfied after stage 2 you then have the option of asking the Scottish Public Service Ombudsman (SPSO) to investigate your complaint.
Independent investigation of your complaint by the Ombudsman
The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about public services in Scotland.
The Ombudsman will normally only be able to act if you have followed stages one and two of the complaints process
You can write to the Ombudsman at:
(You do not need to write anything else on the envelope or use a stamp)