We take all of the complaints which we receive very seriously and make careful enquiries as we investigate complaints. This can be a lengthy process taking a number of months and throughout, we continue to look for opportunities for the complaint to be resolved. Where this isn't possible, then the investigator writes a report detailing their recommendations and any proposed settlement. If the two parties accept the report then the complaint is resolved.

You can read some case examples of investigations here (link opens in a new window).


We can provide information in accessible formats and in your language.

Please email us on or call us on 0131 201 2130.