Complaints policy and process

Our complaints policy reflects our 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.

What you can complain about

You can complain about things like:

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

Your complaint may involve more than one service or be about someone working on our behalf.

There are some things we can't deal with through our complaints handling procedure.

These include:

  • a routine first-time request for a service, for example, local services, transport, housing, health provision
  • requests for compensation from external organisations
  • things that are covered by a right of appeal, for example, planning and related appeal decisions
  • Freedom of Information or Environmental Information request decisions
  • legal proceedings or judgements

If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.

Get help to make a complaint

Anyone can make a complaint to us, including the representatives of someone who is dissatisfied with our service.

There may be reasons why you are unable, or reluctant, to make a complaint yourself. We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you.

You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance.

Timescales to complain

Normally, you must make your complaint within six months of the event.

However, if you do not find out that you have a reason to complain until later, you can lodge a complaint up to 12 months after the event itself.

In exceptional circumstances we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.

How to make a complaint

If you wish to take forward a complaint please write to us using the details below:

Transport Scotland
George House
2nd Floor
36 North Hanover Street
G1 2AD

What happens when you complain

We will always tell you who is dealing with your complaint.

Our complaints handling procedure has three stages.

Stage 1 Frontline Resolution

Contact us and we will find an appropriate member of staff in the area responsible for the service which has caused you concern.

You should write to us at:

Complaints, Transport Scotland, Buchanan House, 58 Port Dundas Road, Glasgow, G4 0HF

We aim to resolve your complaint informally within five working days.

If we can't resolve the issue, you can take your complaint to stage two of the complaints procedure.

Stage 2 Investigation

An Investigating Officer will be appointed to prepare a comprehensive report and, if we have got things wrong, will recommend improvements.

We will:

  • acknowledge receipt of your complaint within three working days
  • where appropriate, discuss the complaint with you to understand why you remain dissatisfied and what outcome you are looking for
  • give you a full response as soon as possible and within 20 working days

We will tell you if our investigation will take longer and will agree revised time limits with you.

After we have fully investigated and you remain dissatisfied, you then have the option of asking the Scottish Public Service Ombudsman (SPSO) to investigate your complaint.

Stage 3 Independent investigation of your complaint

The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about public services in Scotland and may be able to independently take up a complaint on your behalf.

The Ombudsman will normally only be able to act if you have followed the steps above.

To find out about the Ombudsman's work, visit the Scottish Public Services Ombudsman website, or write to the office at: Freepost SPSO (this is all you need write on the envelope, and you do not need to use a stamp).

Unacceptable Actions Policy

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