Complaints handling procedure

If you are unhappy with our response, or the way we have dealt with your complaint, you may be able to complain to the SPSO.

The SPSO is the final stage for complaints about public services in Scotland. This includes complaints about the Scottish Government, non-departmental public bodies, agencies and other government sponsored organisations.

The SPSO cannot normally look at complaints:

• where you have not gone all the way through the AiB’s complaints handling procedure
• more than 12 months after you became aware of the matter you want to complain about
• that have been or are being considered in court.

They will notify you if they will investigate your complaint.

You can contact the SPSO:

By telephone

0800 377 7330

Online

Online complaints form

By post 

SPSO

Bridgeside House

99 McDonald Road

Edinburgh

EH7 4NS