The Scottish Courts and Tribunals Service (SCTS) has successfully achieved re-accreditation of the Customer Service Excellence standard in 2025, continuing its trend of year-on-year improvement. 

SCTS was assessed on 22 of 57 elements, with assessors noting strong evidence of Trauma Informed Practice being implemented across the organisation and a corporate commitment to putting the service user first. 

Assessments took place virtually or in person at the Supreme Courts; as well as courts at Dumbarton, Dunfermline, Edinburgh, Elgin, Forfar, Greenock, Inverness, Kirkcaldy, Lanark, Tain and Wick; Legislation Implementation Unit and Edinburgh Tribunals.

Self-assessments, that included follow-up discussions with assessors, were held at Campbeltown Sheriff and Justice of the Peace Court and the Property and Services Unit.

The assessment was carried out by Assessment Services Ltd in September 2025. In it, SCTS was judged to have 19 compliance plus ratings, 38 fully compliant ratings and 0 partial compliance. 

By comparison, the 2024 assessment recorded 18 compliance plus, 39 fully compliant and 0 partial compliance. 

Other strengths identified include robust practices for staff recruitment, induction and ongoing learning and development. This was supported by a range of approaches used to gain insight from staff that had helped improve the service provided. 

It was also noted that partners enjoy the relationships they have with SCTS, highlighting trust and respect, with collaborative working providing a positive experience.   

Malcolm Graham, chief executive of SCTS, said: “The dedication, hard work and professionalism of SCTS staff has enabled us to continue to improve the services we provide as well as our Customer Service Excellence results.  We are managing growing levels of demand, as well as implementing change and improvements that benefit all our users. 

“SCTS is a vital part of the justice system and our accreditation means the people who access our services can be confident in the personable and professional interactions they will have. The independent report provides impartial feedback and we welcome the suggestions for continuous improvement, these will be considered as an organisation as we continue to provide a first-class service.”

Follow the link to view the full 2025 report.

If you would like further information in relation to CSE please contact sctscse@scotcourts.gov.uk