Complaints - FAQs
You can complain about the SBC, including:
- our standard of service
- dissatisfaction with our policy
- our failure to follow proper procedure
- treatment, by, or attitude of a member of staff
You can also complain to the SBC if you think that Police Scotland, the Scottish Police Authority or the Police Investigations and Review Commissioner have not followed the Code of Practice for the acquisition, use, retention and destruction of your biometric data
If you’re complaining in relation to your biometric data, please first read our complaints procedure and this will guide you through the process.
We would also suggest you contact Police Scotland or the Scottish Police Authority or the Police Investigations and Review Commissioner in the first instance to afford them the opportunity to resolve or explain the matter.
To complain about the SBC – please submit a complaints form.
You can complain in person at our office, by phone, in writing, by email or by submitting our online complaints form.
The complaints form will ask for your details, who you are complaining about, the basis for your complaint and what resolution you are seeking
For complaints against the Code of Practice, the Operations Manager will investigate the complaint, and the findings will be considered by the Commissioner who will determine whether the Code has been breached.
Complaints against the SBC, will be investigated by the Corporate Services Manager and taken to the Commissioner for any further action.
Typically, you have three years to make a complaint, starting either from when the event occurred or from when you first became aware of it.
Please note that the Code of Practice came into effect on 16 November 2022 and we cannot consider complaints for events prior to this date.
No, as this a formal procedure we require your personal details. We need this information about you and the organisation you are complaining about to progress with the investigation.
If your complaint is against the SBC, you CAN apply anonymously.
Yes, it is confidential. Whilst your complaint will be logged on the Disclosure Log which may be viewed on the SBC website, it will be anonymised, and your personal details will not be made public
Yes – you can give consent to a representative to make the complaint on your behalf by filling out the appropriate consent form
Code of Practice complaints:
We aim to complete our investigation in 30 working days.
Complaints against the SBC:
This investigation is a two-stage process. We aim to resolve Stage 1 within 5 working days and Stage 2 where possible within 20 working days. The complaints handling procedure explains further.
If a breach of the Code of Practice is established the Commissioner will publish their findings in a report (unless of a minor nature). A compliance notice may be served on the body concerned
Complaint against the Code of Practice:
If you are unsatisfied with the outcome, you can request a meeting with the Commissioner who will explain their findings and discuss your concerns. If you remain unsatisfied you may wish to seek legal advice.
Complaint against the SBC:
If you are unsatisfied with the outcome, you may be able to have it reviewed by the Scottish Public Services Ombudsman (SPSO) complaints handling process.