Complaints policy and process

Our complaints handling procedure reflects Transport Scotland’s commitment to serving the public. It seeks to resolve issues at the point of service delivery, and where necessary to conduct thorough, impartial and fair investigations of complaints.

About the Complaints Procedure

The procedure introduces a standardised approach to handling complaints across Transport Scotland, which complies with the Scottish Public Sector Ombudsman's guidance on a model complaints handling procedure. This procedure aims to help us 'get it right first time'.

We want quicker, simpler and more streamlined complaints handling with local, early resolution by capable, well-trained staff. Complaints give us valuable information we can use to improve customer satisfaction.

Our complaints handling procedure will enable us to address dissatisfaction and should also prevent the problems that led to the complaint from occurring again.

For our staff, complaints provide a first-hand account of the customer's views and experience, and can highlight problems we may otherwise miss. Handled well, complaints can give our customers a form of redress when things go wrong, and can also help us continuously improve our services.

The complaints handling procedure will help us do our job better, improve relationships with the people we serve and the work of the Scottish Government.

Unacceptable Actions Policy

We do expect respect for our staff. Our Unacceptable Actions Policy details standards of behaviour, which are not accepted from customers.