Our complaints handling procedure reflects the Scottish Government's commitment to serving the public. It seeks to resolve issues at the point of service delivery, and where necessary, to conduct thorough, impartial and fair investigations of complaints. The procedure introduces a standardised approach to handling complaints across government, which complies with the Scottish Public Sector Ombudsman's guidance on a model complaints handling procedure. This procedure aims to help us 'get it right first time'. We want quicker, simpler and more streamlined complaints handling with local, early resolution by capable, well trained staff.
The Agency's Policy Branch plays a role in medical ill-health retirement and injury on duty appeals. This Agency, on behalf of the Scottish Ministers, is responsible for appointing the board of medical referees who hear the appeals. Since November 2008 medical ill-health retirement and injury benefit appeals have been referred to a Board of Referees supplied by Health Management Limited (HML). If you wish to make an appeal against a decision on ill-health retirement or an injury award you must contact your own police force.