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 (last updated in January 2020).
The full RSL specific model, along with further guidance is available on the SPSO website via the following links:
- Part 1: Overview and structure (PDF)
- Part 1: Overview and structure (Word)
- Part 2: When to use the procedure (PDF)
Part 2: When to use the procedure (Word) - Part 3: The complaints handling procedure (PDF)
Part 3: The complaints handling procedue (Word) - Part 4: Governance (PDF)
Part 4: Governance (Word) - Part 5: Customer-facing guide (PDF)
Part 5: Customer-facing guide (Word) - Implementation guide (PDF)
Implementation guide (Word)
