Dear [redacted]
REQUEST UNDER THE FREEDOM OF INFORMATION (SCOTLAND) ACT 2002 (FOISA)
Thank you for your request dated 10/11/2025 under the Freedom of Information (Scotland) Act 2002 (FOISA).
Your request:
Your request is outlined below:
Please provide recorded information, reports, or correspondence received from ADS concerning the Consumer Advice Scotland service for Quarter 3 (October – December 2024, inclusive).
Please include figures or datasets showing, as individual month figures and an aggregate 3-month total:
• Total service volume delivered – all recorded contacts (inbound, outbound, or via any digital method such as webchat, email, SMS, or social-media messaging);
• Answered calls/contacts;
• Abandoned or missed calls / contacts (with percentages where available); and
• Any accompanying analysis or notes explaining differences between figures reported to Consumer Scotland and those reported to other funders (e.g. the Scottish Government or Citizens Advice Scotland).
Our response:
The information you requested is not held by Consumer Scotland.
Consumer Scotland has provided funding to Advice Direct Scotland to support delivery of the consumeradvice.scot service since 1 April 2025.
Therefore, we do not hold any recorded information, reports, or correspondence received from ADS concerning the Consumer Advice Scotland service for Quarter 3 (October – December 2024, inclusive) as per your request.
Your right to request a review
If you are unhappy with this response to your FOI request, you may ask us to carry out an internal review of the response, by writing to:
Sam Ghibaldan,
Chief Executive
Consumer Scotland
Thistle House,
91 Haymarket Terrace
Edinburgh,
EH12 5HD
Or by email to: corporateservices@consumer.scot
Your review request should explain why you are dissatisfied with this response, and should be made within 40 working days from the date when you received this letter. We will complete the review in accordance with FOISA as soon as possible, and not later than 20 working days from the day following the date we receive your review request.
If you are not satisfied with the result of the review, you then have the right to appeal to the Scottish Information Commissioner. More detailed information on your appeal rights is available on the Commissioner’s website at:
https://www.itspublicknowledge.info/YourRights/Unhappywiththeresponse/AppealingtoCommissioner.aspx
Yours sincerely
Sally Sandground
Data Protection Officer
Consumer Scotland