Complain about us
We aim to provide high quality services and to conduct our business in a professional and diligent way, according due respect to everyone we work with. We acknowledge, however, that sometimes we could do things better and sometimes we will make mistakes. We welcome feedback about our work and the opportunity to put things right wherever possible.
The Commissioner may consider the following types of complaints about the work or conduct of his office:
Service failure
As an independent public official, the Scottish Information Commissioner provides a range of services. He may receive complaints about any aspect of the way that he and his staff deliver services to the public and to public authorities. Examples of service failures might include inaccurate information on our website, or wrong advice in response to an enquiry. It can also include the way in which the Commissioner or his staff have managed an application for decision e.g., where the Investigation Procedures have not been applied appropriately.
Conduct
The Commissioner requires his staff to meet high standards in the way in which they conduct their business. These standards are set out in his Employee Handbook, issued to all staff upon appointment.
He cannot, however, accept complaints about his determinations or decisions on applications made to him. When a decision is issued to you the covering letter will explain that you have the right to appeal the decision to the Court of Session on a point of law. If you are dissatisfied with a determination (other than decision) made by the Commissioner you should seek legal advice on whether it is appropriate to seek judicial review.
The Commissioner has produced a leaflet which sets out how to make a complaint and what will happen afterwards. You can download the leaflet here
How to make a complaint (98kb)
or contact us and we will send you a copy:
Scottish Information Commissioner
Kinburn Castle
Doubledykes Rd
St Andrews
Fife
KY16 8SA
Email enquiries@itspublicknowledge.info
Tel: 01334 464610
The Commissioner will refuse to consider complaints if they are accompanied by unacceptable behaviour or where they make unreasonable demands on the resources of his office. He has a duty of care to his employees and a duty to ensure that his organisation is able to provide services to all who want them. You can download a copy of his policy here:
Policy on unacceptable actions by complainants and unreasonable complaints (50kb)
or contact us as above and we will send you a copy.