If you have already complained to a public service and are struggling to progress your complaint, follow this advice:
- Check the status. Check that they are dealing with your issue as a complaint, rather than an enquiry, claim or a request for service
- Ask for an update. Ask about the progress of your complaint, the reason for any delay, and when you can expect a response
- Escalate. If you have received a stage 1 response and you are still unhappy, escalate your complaint to stage 2
If you are not sure what stage your complaint is at, you can ask:
What happens after I complain?
The organisation will have a two-stage complaints procedure. This is outlined in the video below.
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Delays
Organisations can sometimes take longer to handle complaints than the timescales set out in the complaints procedure, especially if the matter is complex. If they need more time, they should let you know why and when you can expect a response.
If you are experiencing ongoing delays, contact the organisation’s complaints team. Explain that you are concerned about the delay and ask them when you can expect a reply.
If you are waiting for a response from the council and it’s taking longer than expected, you can approach your local Councillor. They are elected to represent your community in council matters. You can contact the council to get the contact details for your local Councillor.
GP, dentist, pharmacist and optician complaints
If you’re waiting for a response to your complaint and it’s taking longer than expected, contact the practice, pharmacy, or optician. Ask to speak with the practice manager or pharmacy/optician manager, as they handle complaints and should be able to update you on when you can expect a response.
NHS Board complaints
We recognise that due to the complex nature of health complaints, they can take much longer than 20 working days to investigate. If the complaints team cannot give you a clear date for their response, ask them for a commitment to update you every month.
Getting help
The SPSO is an independent service at the end of the complaints process. This means that we cannot help you to make a complaint to a public service organisation.
If you need help with your complaint, you can ask someone you trust. This could be a friend, family member, councillor, or MSP. They can support you or speak on your behalf.
Scottish Independent Advocacy Alliance
You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance.
Tel: 0131 510 9410 Email: [email protected] Website: www.siaa.org.uk
Find your nearest advocate: www.siaa.org.uk/find-an-advocate
Citizens Advice Scotland
Your local Citizens Advice Bureau can also help you make your complaint.
Website: www.cas.org.uk
Find your nearest Citizens Advice Bureau: www.cas.org.uk/bureaux
For complaints about the NHS: Patient Advice and Support Service (PASS)
PASS can provide you with information, advice and support if you want to raise concerns or complaints about NHS services. They can help you by writing letters, making phone calls and support you with the complaint.
Tel: 0800 917 2127 Website: www.cas.org.uk/pass