All housing associations and co-operatives in Scotland have in place a two-stage complaints procedure. If the person making the complaint is still not satisfied having followed this process in full, they can then escalate their complaint to the SPSO. These are all based upon the Model Complaints Handling Procedure produced by the SPSO in April 2012. The SFHA and its members fed into the production of this model, and the full model along with useful associated guidance for both organisations and customers is available on the Complaints Standards Authority website:
SPSO Model Complaints Handling Procedure
SPSO Guide to Implementing Complaints Handling Procedure
Guidance for both organisations and customers is available on the Complaints Standards Authority website.
