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Complaints Against Standard of Service

A complaint is any expression of dissatisfaction with our standards of service, procedures or processes that you feel requires a response or explanation from us.

We aim to provide a high quality service to all our customers, but recognise that sometimes things can go wrong and these high standards may not be met. The complaints procedure exists to ensure that any concerns you may have can be raised. It covers all work undertaken by the Rural Payments and Inspections Division (RPID). Complaints will be treated seriously by us and you will receive a full response.

You can obtain more information about our complaint handling procedure by visiting our website at

or by e-mailing us at

If you wish to submit a complaint you should direct it to the officer in charge of the staff you have been dealing with. This person is likely to be located in your local SGRPID office or in a SGRPID HQ team in Edinburgh. See link below for contact details: