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In some circumstances, it can currently take up to 4.5 months to conduct an initial assessment for some complaints, particularly if they are complex. We are doing everything we can to reduce this time. You can find average timescales for each stage of complaint handling across all types of complaints here.

Investigations Manual

| Complaint process policies | Complaints
Cover Page of Revised Manual

For the first time in the history of the office the Commissioner has published their Investigations Manual for public reference in line with their commitment to accountability, honesty and transparency. The manual has been created to codify the investigations processes across all aspects of the office’s work and was finalised in consultation with our stakeholders.

The Appendices to the Manual can be found here.

The Manual was first published in March 2023, this is a revised version published in December 2023. We wish to highlight that anyone can make a complaint to our office. This includes members of the public and people who are not directly affected by alleged misconduct. However, not all alleged misconduct can be covered in a Code. For example, the Councillors’ Code of Conduct dated December 2021 does not require councillors to respond to all correspondence or restrict councillors from holding or expressing political views. More information is available from the Standards Commission for Scotland’s Advice Note for Members of the Public.

Download publication as pdf
Download Investigations Manual publication as pdf
Download publication as word document
Download Investigations Manual publication as word document