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We value your feedback and use complaints to develop and improve our services

As the national skills body for Scotland, Skills Development Scotland provides career information, advice, guidance and support for skills and lifelong learning to both individuals and employers.

We’re focused on delivering excellent customer services, and are committed to putting the needs of our customers at the heart of all we do. We value complaints and use information from them to help us improve our services. If something goes wrong or you are dissatisfied with our services, please tell us. This leaflet describes our complaints procedure in detail and how to make a complaint.

Make a complaint

You can complain in person at any SDS Careers Centre, in writing via our online form.

You can find the contact details of your local SDS Careers Centre at

It is easier for us to resolve complaints if you make them quickly and directly to the service concerned. So wherever possible please talk to a member of our staff regarding the service you are complaining about. Then they can try to resolve any problems on-the-spot.

When complaining, please tell us:

  • your full name and address and contact details, including your preferred method of contact
  • as much as you can about the complaint
  • what has gone wrong
  • how you would like us to resolve the matter.

To accommodate any follow up to your complaint, we will retain any data you provide for a maximum of 12 months after its resolution. Please see our Complaints Privacy Policy for further information on our procedures and processes for handling complaints and response times. Additionally, you can view our Customer Complaints Policy for further details.

Looking for different policies?

You can read more about SDS policies in the dedicated section of this website.