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Feedback and complaints

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, email us at Complaints@copfs.gov.uk or post to:

The Response & Information Unit
Crown Office
25 Chambers Street
Edinburgh
EH1 1LA

You can also telephone 0300 020 3000. If you decide to contact us this way, you may still wish to use our form template to help you prepare your information before you call. For RNID Typetalk, dial 18001 before our number. Text (SMS) to 07825 280346 if you have hearing difficulties.

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.