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.
- 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).