Compliments and complaints

We do all we can to get it right first time – but we know sometimes that’s not the case.

If we don’t get things right, we’ll listen and learn to stop it happening again. If you’re unhappy with any of our services then let us know.

Our complaints policy follows the Scottish Public Service Ombudsman complaint handling model.

We also want to hear from you if we’ve gone that extra mile to help. Fill in our form to tell us about the great service you've received.

How do I make a complaint?

Stage 1 complaints

You can:

Stage 2 complaints

You can:

Complaints update

We collect information about the complaints we receive and use this feedback to help improve our services.

You can find information below about the number of complaints received and the type of complaints we received from 22/23 Quarter 3.

WHG complaintsAll% against receivedAmount% against receivedAmount% against closed
Complaints received944 860 84 
Complaints closed86891.9%78591.28%8398.81%
Complaints resolved12113.9%11915.2%22.4%
Complaints upheld40346.43%35945.73%4453.01%
Complaints partially upheld7718.87%678.54%1012.05%
Responded within SPSO timescale76287.79%68787.52%7590.36%
Average days to respond5.76 4.38 18.82 

* SPSO (Scottish Public Services Ombudsman)

WHG Quarter 3 Complaints

My rights

Our complaints leaflet explains what to expect from us when we are dealing with your complaint.

It sets out the two-stage complaints process, what we do and timescales for each stage.

You’ll also find out what to do next if you remain unhappy with our decision or the way we handled your complaint.

To find out more, click on our complaints leaflet.

The Scottish Public Service Ombudsman oversees complaints handing for public services in Scotland.

The Scottish Housing Regulator has in place a process for significant performance failures.

Where appropriate The Care Inspectorate offers independent advice.