Putting things right
Customer service complaints
SEPA’s main aim is to provide an efficient and integrated
environmental protection system for Scotland, which will both
improve the environment and contribute to the Government’s goal of
sustainable development.
Our staff are dedicated to providing the best possible service
and to getting things right first time. However, things can go
wrong. When they do, we want to know so that we can put them right
as quickly as possible. We can then avoid repeating our mistakes
and improve our service.
Our customer service complaints procedure has a maximum of two
internal stages and a subsequent right of referral by the
complainant to the Scottish Public Services Ombudsman to ensure all
complaints are dealt with in a full and fair manner.
- Stage 1 – internal formal
investigation
- Stage 2 – internal review
- Stage 3 – appeal to Scottish Public
Service Ombudsman (SPSO)
Use the links on the left to read more about each stage of the
procedure.
Please note that the complaints procedure is not used for:
- appeals or objections against regulatory decisions made by
SEPA
- reports regarding pollution incidents.