Anyone can provide a comment or make a complaint about our service or work. We have a set process to make sure that your complaint is handled fairly, professionally, and within a reasonable time. This is called the COPFS Complaints Handling Procedure.
How do I give feedback?
You can contact our Enquiry Point with a query or comment. View full contact information and opening hours for the Enquiry Point.
How do I complain about my experience with COPFS?
Download our Comments & Complaints form and fill in all relevant sections. The notes in the form will guide you.
Where do I send my complaint?
You can hand your completed form in at any COPFS office.
By post
Response and Information Unit
Crown Office and Procurator Fiscal Service
25 Chambers Street
Edinburgh
EH1 1LA
By phone
Call: 0300 020 3000
Our phone lines are open Monday to Thursday from 9:00am to 1:00pm, then 1:45pm to 4:30pm. On Fridays they're open 9:00am to 1:00pm, then 1:45pm to 4:00pm.
The rate to call an 0300 number from a landline is the same as making a local call, but rates for mobile phones may vary by provider.
When calling, please have your Procurator Fiscal Reference number ready if you have one. Please also be prepared to confirm your full name, date of birth, and contact details, for security purposes. These details must be provided for your complaint to be progressed.
By email
Email us at complaints@copfs.gov.uk
By text
If you are hearing or speech impaired you can text us on 07825 280346.
Please tell us if you would like your reply by SMS, text or email.
Relay UK
If you are Deaf, hard of hearing or speech impaired you can contact us by phone using Relay UK.
Visit the Relay UK website to download the app.
British Sign Language (BSL)
You can contact us using the Contact Scotland BSL video relay service. Access the service online or register for the free app.
For more information visit the Contact Scotland BSL website or call 0333 344 7712.
Language line
To help both non-English speakers and members of staff in assisting non-English speakers COPFS has subscribed to Language Line, a telephone interpreting service.
To access this service, you can call us on 0300 020 3000 or e-mail us enquirypoint@copfs.gov.uk providing your name and a contact number, and we will call you back via Language Line.
For more information, visit the Language Line website.
How long will it take?
Complaints fall into one of two categories, depending on how complex they are, and what we need to do to investigate them:
- frontline resolutions – we aim to respond to you within five working days
- investigations – we aim to acknowledge your complaint within three working days, followed by a full response within 20 working days
Due to COVID-19, complaints may take longer to process than usual, so COPFS can focus on prosecutions and investigations.
Can I track the progress of my complaint?
If our investigation will take longer than 20 days, we will tell you and keep you updated on progress.
What happens afterwards?
Once we have investigated your complaint we will reply to you with our findings and any action we are able to take. Where appropriate, we will use feedback to improve the service we provide.
If you are not satisfied with the outcome of the complaint process, we will either:
- investigate further
- refer you to the Scottish Public Services Ombudsman
Further information
View the full COPFS Complaints Handling Procedure to learn more about how we will manage your complaint.
View an easy read guide which explains how to make a complaint. This guide is aimed at those with learning difficulties and their families and carers.