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Do you want to make a complaint about us?

We want to know what you think of OSCR, our services and the way we deliver them.

Our Service Standards set out the level of service you can expect from us in key working areas.

We try to give the best possible service in all areas of our work but we accept that sometimes things can and do go wrong. When this happens we would like to know so that we can try to put things right.

We have a guide for members of the public who wish to make a complaint about us. Our Complaints Handling Procedure sets out how we report on and learn from complaints. You can also view our complaints figures here.

What do we treat as a complaint?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

Examples of which include:

  • delays in responding to your queries and requests
  • failure to provide a service
  • our standard of service
  • treatment or attitude of a staff member
  • our failure to follow proper procedure

Your complaint may involve more than one part of the organisation or be about someone working on our behalf.

Please note:

If you have any concerns about a charity or a body misrepresenting itself as a charity, you can raise a concern with us.
Concerns about charities are considered under a separate procedure.

Stages of a complaint

Our complaints procedure has two stages:

Stage 1: frontline resolution
We aim to resolve complaints quickly and close to where we provided the service. This may mean an immediate apology and explanation, and immediate action to solve the problem. This should take five working days unless there are exceptional circumstances. If you are unhappy with a particular aspect of our services you can raise this with the OSCR staff member that you are dealing with.

If we can't resolve your complaint at this stage, we will explain why and tell you what you can do next.

Stage 2: investigation
We deal with two types of complaint at this stage:

  • those that could not be resolved at stage one
  • those that are more complex and require more detailed investigation

We aim to resolve stage two complaints within 20 working days, although sometimes we may take longer.

If at the end of stage two you remain dissatisfied you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.

How to complain to OSCR

You can complain using our complaints form or by writing to us at:

Judith Hayhow
Head of Support Services
2nd Floor
Quadrant House
9 Riverside Drive


BSL users can contact us through contactSCOTLAND-BSL

BSL full

Unacceptable Actions Policy

This Policy sets out our approach to the relatively few individuals whose actions or behaviour we consider unacceptable.

If someone continues to correspond with us about a complaint that we have fully reviewed in line with the complaints procedure, we may respond in line with our Unacceptable Actions Policy.