COVID-19 update

Our office is currently not open to visitors. We are responding to emails and are operating a limited telephone service for complaints related enquiries. Our Scottish Welfare Fund review service is available by telephone as normal. Please read our information for customers and organisations.

COVID-19 update for customers

We are working under as normal a service as possible however, a few restrictions remain. Our office is currently not open to visitors, though we continue to keep this under review. We are receiving emails and assure you that we are doing our utmost to provide as near a normal service as we can.

We are operating a limited telephone service.  You can call us on 0800 377 7330 at the following times:

Monday: 2pm-4pm
Tuesday: 10am-12pm
Wednesday: 2pm-4pm
Thursday: 10am -12pm
Friday: 11am-1pm

A member of our Assessment & Guidance team will be available to answer general enquiries or for advice on how to make a complaint. We are unable to transfer calls to specific members of SPSO staff.  If you would like to speak to an individual staff member please contact them using their direct line telephone number, please leave a voicemail message for them to return your call.  Alternatively you can email the member of staff to arrange a telephone conversation.

Our Scottish Welfare Fund independent review service is available by telephone as normal.

Delays to our service

Due to the unprecedented circumstances over the last 2 years and the impact on our staff resources at the start of the pandemic, you will experience significant delays when submitting complaints to us; currently we estimate that there may be a delay allocating the complaints we receive to a Complaints Reviewer for detailed consideration of around eleven months. We read every complaint when it arrives and we respond within 1 week with an estimated time scale of when we will be able to allocate individual complaints to a Complaints Reviewer. We sincerely apologise for the inconvenience and distress this may cause. We will do our best to support our customers through these uncertain times. Please see more detailed information on our delays.

Data protection

Our staff are work in a hybrid way.  On occasions, this means that they need to store records relating to complaints at home.  Where this is necessary, we have strict procedures in relation to staff storing confidential information securely whilst working from home.

Our general privacy notice is available here.

Updated: March 28, 2022