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Publication - Policy

Complaints policy

Published
26 Feb 2026

Outlines how individuals can raise concerns and how complaints are handled fairly and transparently.

Policy purpose and objectives

The National Social Work Agency (NSWA) complaints policy aims to provide a clear, accessible and fair process for handling complaints about its services. The focus is on resolving concerns as early as possible and ensuring full compliance with SPSO principles to support transparency, consistency and trust in how issues are addressed.

Scope

It applies to complaints concerning NSWA services, decisions, delays or the conduct of staff. It does not cover matters relating to Freedom of Information, staff grievances, safeguarding issues or court proceedings.

Definitions

  • complaint: any expression of dissatisfaction requiring a response
  • frontline resolution: quick fix at Stage 1
  • investigation: formal Stage 2 review

How to complain

You can submit a complaint by email or post, providing the relevant details and the outcome you are seeking:

Assistance is available for anyone who requires support with accessibility needs.

Complaints procedure

The NSWA’s complaints procedure consists of two stages:

  • Stage 1 – frontline resolution within five working days.
  • Stage 2 – investigation within 20 working days. Escalation to SPSO if unresolved.

Unacceptable behaviour

Verbal aggression or any form of unacceptable behaviour towards members of staff will not be tolerated. Staff have the right to work safely and to feel safe while carrying out their duties. NSWA may place restrictions on contact when behaviour becomes unreasonable or threatening.

Learning and improvement

All complaints are logged and monitored, and any emerging trends are reported quarterly and published annually to support ongoing learning and improvement.

Governance and ownership

Complaints Team manages process and reports to Chief Executive. Policy will be reviewed biennially.

Complaints handling

  1. complaint submitted by email or post
  2. complaint received
  3. Stage 1: frontline resolution (five working days)
  4. resolved?
    • Yes: close case
    • No: escalate
  5. Stage 2: investigation (20 working days)
  6. resolved?
    • Yes: close case
    • No: Refer to SPSO

Support and escalation

After Stage 2, if the complaint remains unresolved, it can be escalated in line with SPSO guidance. Complainants may then contact the SPSO directly for an independent review by phone on 0131 297 4863 or through the SPSO website.

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