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Complaints Procedure

OQPS responsibilities

The Office of the Queen's Printer for Scotland (OQPS) was established by section 92 of the Scotland Act 1998. The Act sets out the responsibilities as:

• to exercise the Queen's Printer responsibilities in relation to the printing of Acts of the Scottish Parliament and subordinate legislation; and
• on behalf of Her Majesty to exercise Her rights and privileges in connection with:
  • Crown copyright in Acts of the Scottish Parliament;
  • Crown copyright in subordinate legislation;
  • Crown copyright in any existing or future works (other than subordinate legislation) made in the exercise of a function which is exercisable by any office-holder in, or member of the staff of, the Scottish Administration (or would be so exercisable if the function had not ceased to exist); and
  • other copyright assigned to Her Majesty in works made in connection with the exercise of functions by any such office-holder or member.

We would hope that most problems could be resolved by simply getting in touch with your regular contact within OQPS. If, having done this, you are still not happy that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint.

Our promise to you

OQPS aims to provide a responsive and timely service to all our customers, we will:

• treat all complaints seriously and deal with them properly;
• resolve complaints promptly; and
• learn from complaints and take action to improve our service.

How to make a complaint

If you have a complaint about the service provided by OQPS you can send your complaint by post, fax, email or complete the complaints form on this website. In all cases you should aim to provide as much relevant information as possible so that we can deal with your complaint promptly. Please also include your contact details in case we need to obtain more information from you.

All complaints about OQPS should be sent to:

Admail ADM4058
Edinburgh
EH1 1NG
email: queens-printer@oqps.gov.uk

What happens next?

You will receive an acknowledgement from us that your complaint has been received. If you do not receive an acknowledgement within five working days of submitting your complaint, please contact us.

Responding to complaints

In acknowledging receipt of your complaint, we will give an indication of how long it will take to send you a detailed response. In most cases, we would aim to provide a full reply within ten working days. However, this may not always be possible, especially if we need to obtain further information from someone outside OQPS. If it proves impossible to send a detailed answer to your complaint within the time originally indicated we will contact you again explaining the reason why and to tell you when you will receive a full response.

Dealing with complaints

If, following our response, you are not satisfied, you can ask for your complaint to be referred to the Permanent Secretary of the Scottish Government. Alternatively, you may wish to write directly to them at the following addresses:

The Permanent Secretary/Head of Department
Scottish Government
St Andrews House
Regent Road
Edinburgh
EH1 3DG

If you remain dissatisfied with our response you may ask a Member of Parliament to request that the Scottish Public Services Ombudsman investigate your complaint and how it has been handled.