Complaints handling procedure

Published: 08 November 2023
Freedom of information class: How we take decisions

View the details of our complaints handling procedure.


RoS Complaints Handling Procedure for Customers 2023 - (202.8 KB)
RoS Complaints Handling Procedure - Guide for Staff - (374.8 KB)


Registers of Scotland complaints handling procedure reflects RoS commitment to valuing complaints. It seeks to resolve customer dissatisfaction as close as possible to the point of service delivery and to conduct thorough, impartial and fair investigations of customer complaints so that, where appropriate, we can make evidence-based decisions on the facts of the case.

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