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 complain about my experience with COPFS?
Download one of our Comments & Complaints forms (plain text version) 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
Policy Division
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
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 afterward?
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