Easter break office closure 

We will be closed from 5pm Thursday 17 April 2025 until 10am Tuesday 22 April 2025. You can still submit your complaint via our online form but we will not respond until we reopen.

New Customer Service Standards

We have updated our Customer Service Standards and are looking for feedback from customers. Please fill out our survey here by 12 May 2025: https://forms.office.com/e/ZDpjibqe8r 

Case studies

Developing the Model Complaints Handing Procedures

The Complaints Standards Authority interviewed a number of organisations about their experiences of developing complaints handling processes using our Model Complaints Handling Procedures (MCHPs).


Contact us

If on behalf of a public sector organisation you have any questions about complaints handling, or if you require support or guidance, please contact us:

Phone:  0131 297 4863

Contact form 

Updated: August 24, 2022