Complaints Handling Procedure

The RMA has adopted the Scottish Public Services Ombudsman (SPSO) model complaints handling procedure.

 

The procedure introduces a standardised approach to handling complaints across government and complies with the SPSO’s guidance on a model complaints handling procedure. This procedure aims to help us ‘get it right first time’

 

Our complaints handling procedure reflects our commitment to valuing complaints. It seeks to resolve customer dissatisfaction as close as possible to the point of service delivery and to conduct thorough, impartial and fair investigations of customer complaints so that, where appropriate, we can make evidence-based decisions on the facts of the case.

 

A link to our guide for customers has been added to the home page of our website, or alternatively it can be accessed by clicking here.