Complaints procedure

If you are unhappy with the service you get from the Office, there are different ways you can complain.

If you have a complaint about the service you have received from a member of the Office (other than in matters relating to Freedom of Information (FOI) requests) you should raise the issue in the first instance with the member of staff concerned.

If this is not appropriate or you find that the member of staff concerned does not resolve the matter satisfactorily you should write to:

Head of Corporate Services
Office of the Secretary of State for Scotland
Dover House

Please supply as much background information as possible.

The head of corporate services will either deal with the complaint or ask a suitably qualified colleague to do so. Ordinarily we will respond to you within 10 working days of the receipt of your letter. If the investigation needs longer than 10 working days we will write to you explaining the delay and saying when a full reply will be sent.

If you are dissatisfied with the response, a member of the Senior Management Team will review the complaint and its handling. You should write to:

Executive Assistant to the Director
UK Government
45 Melville Street
Edinburgh EH3 7HW

The executive assistant will ensure that the complaint is allocated to a suitable member of the team. You should expect a reply within 10 working days of the receipt of your letter.

If you remain dissatisfied with the office’s handling of your complaint you can ask a Member of Parliament (MP) to refer the matter to the Parliamentary Commissioner for Administration (the ombudsman).

The MP need not be your own MP. However if you wish to contact your own MP and do not know who he or she is you can find out on the website for Parliament. The ombudsman is fully independent and has powers to investigate complaints about UK government departments.

Freedom of information requests

If your complaint relates to the way a FOI request has been handled you should write to:

FOI Officer
UK Government
1 Melville Crescent
Edinburgh EH3 7HW