Complaining about our services

Our complaints handling procedure reflects the Scottish Government's commitment to serving the public by resolving issues at the point of service delivery, and where necessary, conducting thorough, impartial and fair investigations of any complaints.

The procedure standardises the approach across government departments and complies with the Scottish Public Sector Ombudsman's guidance on complaint handling procedure. Our aim is to 'get it right first time' providing quicker, simpler, local resolution by capable, well trained staff.

Topics of complaints cover:

  • our standard of service
  • unreasonable delays
  • any mistakes we have made
  • how you've been treated by our staff.

Where we can, we'll apologise and put things right as quickly as possible.

Escalating complaints

You may take your case to The Pensions Ombudsman or The Scottish Public Services Ombudsman both of whom can consider complaints relating to SPPA’s administrative actions. However, it is unlikely that The Scottish Public Services Ombudsman will be able to accept complaints relating to decisions or omissions concerning the provisions of pension regulations.

Unacceptable actions and behaviours

We come into contact with many people in the course of our work and our interactions are usually positive and productive for all parties. Occasionally, the behaviour or actions of some individuals make it impossible for us to continue any constructive engagement. In a small number of cases we have to consider taking steps to protect our staff or to ensure that our ability to work effectively is not undermined.

Our Unacceptable Behaviour Policy explains how we'll approach these situations.

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