Useful Info

Customer Feedback - Make a Complaint

There are a number of ways in which you can make a complaint under our Complaints Procedure.

You can choose the most convenient way for you from the options listed below:

  • by telephone - call 0844 561 3000 from a landline or 01389 739 557 from a mobile telephone. For Crown Office call 0131 226 2626. Our office hours are 0845-1715 Monday-Thursday, and 0845-1645 on Friday. We also welcome calls through RNID Typetalk. Please prefix our telephone number with 18001.
  • COPFS website using our online form ;
  • in writing using our "Have Your Say" feedback and complaints form or by letter
  • in person at your local Procurator Fiscal's Office.

Our aim is for every customer to find it simple and easy to provide feedback to COPFS. Please let us know if, for any reason, you are unable to use any of the options listed above and would like to provide feedback in a different way.

Stage One Complaints should initially be directed to the relevant Procurator Fiscal's Office (or, where appropriate, the relevant Crown Office Unit or Division) where the complaint originated. Your complaint will be handled by a local manager.

Stage Two If you are dissatisfied with our response at Stage One, you can contact us to request a review by a more senior manager, and you should provide details of why you are dissatisfied. This should be done within one month of the date of our Stage One response . A Stage Two review will often be carried out by the Area Procurator Fiscal (or a senior manager nominated on their behalf), the Area Business Manager or the Head of the relevant Crown Office Unit or Division.

Stage Three Finally, a complaint that remains unresolved may be referred for a final review to the Crown Agent and Chief Executive (the Head of COPFS) or a senior manager nominated on their behalf. When requesting a review at Stage Three, you need to explain why your complaint should be the subject of a further review and any issues that are outstanding. A reply at this stage marks the end of the COPFS complaints procedure.

Find out more in our Customer Feedback Policy