The service standards to which we operate and the action open to you if things go wrong.
In the Scotland Office, they are committed to providing high quality, efficient services in accordance with the principles embodied in the Service First initiative. This leaflet sets out the minimum standards of service you can expect from us and tells you what to do if things go wrong.
The Scotland Office consists of the office of the Secretary of State for Scotland.
The Secretary of State for Scotland is responsible for:
The Advocate General for Scotland is responsible for:
You are entitled to expect a prompt, helpful and courteous service from their staff, who will always identify themselves.
If you have special needs please let them know in advance and we will do our best to meet them.
If you are not sure who to speak to telephone their Central Enquiry Point on [020 7270 6754] from 9am to 5pm, except at weekends and on public holidays.
If you telephone them
If you write to them
If you ask for information, they will
If you visit their offices, they will
They will ensure that accounts are paid promptly. Where a contract applies they will make payment in accordance with the applicable timetable. They will otherwise pay accounts within 30 days of receipt of a valid invoice.
They plan to consult the users of our services, to assess the effectiveness of their services and identify improvements with a view to report each year on our performance in meeting their targets. If you are asked to complete a service questionnaire or are contacted in a telephone survey it would be very helpful if you would spare the time to respond.
If you feel you have grounds for complaint about the way they have treated you, please let them know. This will help them to put things right for you or to prevent the same thing happening to others.
Wherever possible you should try to resolve your complaint on the spot with the person who has dealt with you. But if this is not possible, please write to the Head of Constitutional Branch [see address at end of section]. It will help them deal with your complaint if you give as much background information as possible.
Where your complaint is not directly a matter for the Scotland Office, they will pass it on to the appropriate organization for action and will let you know that they have done so.
Where your complaint is appropriate to the Scotland Office, they will investigate your complaint and send you a full reply within 10 working days of receipt of your complaint. If they need longer than this, they will send you an interim reply to explain the delay and to tell you when you can expect a full reply.
If you are dissatisfied with their response you should write to the Head of Department (see address below). He will review your complaint and its handling and he will send you a full reply within 10 working days of receipt of your letter.
If you are still dissatisfied you can approach a Member of Parliament (who does not have to be your local MP) and ask him/her to make an approach on your behalf to the Parliamentary Commissioner for Administration (the Ombudsman). The Ombudsman is a fully independent person with powers to investigate complaints about Government Departments.
If you wish to make a complaint about the service you have received from the Scotland Office please write to:
Head of Constitutional Branch
If you are not happy with the way your complaint has been dealt with please write to:
Head of Department
Ministers' Private Offices; Press Office; Parliamentary and Constitutional Division
London SW1A 2AU
Tel: 0207 270 6754
Fax: 0207 270 6811/6812
Finance & Administration; Press Office
1 Melville Crescent
Tel: 0131-244 9010
Fax: 0131-244 9059
Tel: 0207-270 6754