Scottish Government Complaints Handling Procedure Easy Read version January 2026

What happens when you complain

Stage 1

Staff in the service you complained about will reply.

We aim to handle stage 1 complaints in five working days.

You can go to stage 2 if you are not happy with our reply.

Stage 2

Someone new will be asked to look at it. They may suggest changes to make things better.

We will

• tell you that we have got your complaint within 3 working days

• talk about it with you to understand why you are unhappy and what you would like us to do

• write you a full answer within 20 working days.

We will tell you if we think it will take longer to do this.

You can talk to the Scottish Public Services Ombudsman (SPSO) if you are still unhappy after stage 2.

Stage 3

The SPSO is the last stop if you have a complaint about the public sector in Scotland.

They usually only help if you have already gone through stages 1 and 2.

Visit their website Scottish Public Services Ombudsman (SPSO) to learn more.

You can also write to their office at Freepost SPSO. No stamp is needed.