Making a complaint


RoS have a two-stage complaints procedure.

We'll always try to deal with your complaint quickly. But if it's clear the matter will need a detailed investigation, we'll tell you and keep you updated on our progress.

Stage 1: Frontline resolution

We'll always try to resolve your complaint within five working days if we can. If you're not satisfied with our response, you can ask us to consider your complaint at Stage 2.

Stage 2: Investigation

We'll look at your complaint at this stage if you are dissatisfied with our response at Stage 1. We also look at some complaints immediately at this stage, if it's clear that they're complex or need detailed investigation.

We'll acknowledge your complaint within three working days. We'll give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.

If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we have handled your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to consider it.

How to make a complaint

You can complain in person at any of our offices, by phone, in writing or by email.

It's easier for us to resolve complaints if you make them quickly and directly to the service concerned. You can talk to a member of our staff and they will try to resolve any problems on the spot.

When complaining, tell us:

  • your full name and address
  • as much as you can about the complaint
  • how you want us to resolve the matter

Contact us

Write to us at the following address:

Registers of Scotland
Meadowbank House
153 London Road
Edinburgh
EH8 7AU

Phone: 0800 169 9391

Email us at complaints@ros.gov.uk

If you are a British Sign Language (BSL) user, you can contact us via our national BSL video relay service Contact Scotland-BSL.

Who can complain

Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service.

What we can't cover

There are some things we can’t deal with through our complaints handling procedure, including:

  • a routine first-time request for a service
  • a request under the Freedom of Information (Scotland) Act
  • a request under the Data Protection Act
  • a request for information or an explanation of policy or practice
  • a grievance by a member of staff which is eligible for handling through the grievance procedure
  • a request for compensation only
  • issues that are in court or have already been heard by a court or a tribunal
  • disagreement with a decision where a statutory right of appeal exists

A response to an invitation to provide feedback through a formal mechanism such as a questionnaire will generally not be treated as a complaint.

We also can’t deal with attempts to reopen a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision.

If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.

What is a complaint

A complaint may relate to:

  • failure to provide a service
  • inadequate standards of service
  • dissatisfaction with  RoS policy
  • treatment by or attitude of a member of staff
  • disagreement with a decision where the customer can’t use another procedure to resolve the matter
  • RoS's failure to follow an appropriate administrative process

Your complaint may involve more than one service or be about someone working on our behalf.

Further information

Complaints performance 2018-19


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