HOW TO MAKE A COMPLAINT
Most public services in Scotland follow a two-stage complaints procedure. You can find details of ours on this page.
For help with your complaint you can contact us directly or refer to The Scottish Public Ombudsman's downloadable leaflet :
or watch the video below :
Make your complaint directly to Reach. We will try to resolve your complaint within 5 working days. If you are unhappy with the response, we will move your complaint on to stage 2.
Cases considered too complex to be resolved at stage 1, will automatically be addressed as a stage 2 complaint as they require more time and investigation.
We will look into your complaint in more detail. At stage two you should be given a final decision after no more than 20 working days, unless there is clearly a good reason for needing more time.
Once you have the final decision from Reach, if you are still not happy, you can then bring your complaint to the Scottish Public Services Ombudsman . The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about councils, the National Health Service, housing associations, colleges and universities, prisons, most water providers, the Scottish Government and its agencies and departments and most Scottish authorities.
You can find their online complaints form here.
If you require the complaints form from SPSO in another format (large print, Braille, audio, BSL), please contact them directly.