What you can expect from us

The Office of the Public Guardian is part of the Scottish Courts and Tribunals Service (SCTS). SCTS is committed to mainstreaming equality and diversity and is developing a culture where equality and diversity are firmly established in the way we do our business.

Our overriding aim is to ensure that the principles of the Adults with Incapacity (Scotland) Act 2000 are adhered to.

We aim to provide our customers with an efficient and effective service delivered by highly trained members of staff. Our staff will respond to telephone or online enquiries within set timescales. Information on our standards of service can be found in our Customer Charter

We want to minimise any inconvenience and reduce anxiety to our customers by setting out the quality of service that customers should receive.

We aim to treat everyone fairly, irrespective of age, disability, gender reassignment, marriage, civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. We will treat all of our customers in the same professional manner. Further information is available in the Scottish Courts and Tribunals Service Equality Statement, Outcomes and Guidance document.

Customers who are not satisfied with the service we have provided can give us feedback using our feedback form. We can also accept complaints, general feedback or compliments by phone, letter or email.

 Ordinarily, we operate a 2 stage complaints procedure which comprises of:

  • Stage 1 - “frontline resolution”. This is where a member of our team will work with you to try to resolve your complaint. Should we not have resolved things to your satisfaction, we will advise to whom you may address any ongoing concerns.

  • Stage 2 - “investigation stage”. At this point you will have contacted the Public Guardian. The Public Guardian or one of her nominated Senior Deputies will conduct a full case review. They may decide to phone you to discuss the case further, but will always conclude the complaint in writing. In our response we will advise to whom you may address ongoing concerns should we not have resolved things to your satisfaction.

However, on occasions, it is evident from the outset, because of the nature of the complaint, that a level of senior inquiry is required and in which case the complaint is managed directly as a second stage.  

If we receive a complaint, we aim to provide a full reply within 5 working days, unless there are exceptional circumstances.  In these instances, we will acknowledge receipt within 2 working days and aim to provide a full reply within 20 working days.  If we are unable to provide you a full reply within these timescales, we will explain why and provide you with a revised timescale for completion.

Our Complaints Policy provides further information.

If you remain dissatisfied following a personal response from the Public Guardian, you have a right to contact the Scottish Public Services Ombudsman. Even though we have finished dealing with your complaint, we would still be keen to hear how we handled the process.