In some circumstances, it can currently take up to 4.5 months to conduct an initial assessment for some complaints, particularly if they are complex. We are doing everything we can to reduce this time. You can find average timescales for each stage of complaint handling across all types of complaints here.

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Make a complaint

Complaints have to meet certain conditions set out in our founding legislation before we can take them in for investigation. You can find out more about this on our website here. We normally request that complaints be submitted on our complaint form as a consequence. If you complete the form in full then we will be able to assess your complaint and give you a substantive response. If you have questions about this or you'd prefer to make your complaint in another way, please contact us to discuss the options.

If you are unable to use the login below, you can instead post your completed complaint form to us (available to download on this page). Or we can post a blank form to you if you phone us on 0131 347 3890.

You can submit your complaint here. Before you start, make sure you have all the details to hand, including any supporting documents. You can find out more about how we'll investigate your complaint. The form below will also guide you through the process.

Use the form below to submit your complaint

In order to register your complaint online, you’ll need to create an account. Click on the Register button below. If you don’t want to submit your complaint on line you can download the complaint form, complete it and post it to us. Get in touch if you need help.

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