Feedback and Complaints

We want to hear any comments or suggestions you may have about the information on this website or a service we provide and how you feel we could make it even better in the future. Our customer charter outlines the standards you can expect from us.

We do take seriously the views of people who use our service and have changed our service as a result of people letting us know their experience. Here are examples of what changes we have made and those we have agreed to work on.

You can provide feedback by using the feedback form or you can write to us. Please send your feedback to the following email address:

Alternatively you may wish to telephone and give your feedback to our customer services officer Morag Peberdy (telephone 01324 677 131). Morag can arrange for you to speak to a member of our senior management team if you would prefer.

Making a complaint

We would like to know about any concerns you may have with services we have provided or how our staff have treated you. We know that we will not always get things right but we welcome the opportunity to put things right.  There are two stages to making a complaint.

  • Stage 1: Write to, email or telephone the officer concerned. They will either respond to you directly or arrange for a manager to reply. If your complaint is directed to the Public Guardian personally, she may nominate a senior officer to reply on her behalf.
  • Stage 2: If you are not satisfied that the complaint has been resolved or handled to your satisfaction, write to or email the Public Guardian. The Public Guardian will review the original complaint and any responses issued to you, then reply to you personally.

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.