Make a Complaint
Getting yourself heard
Most of us hate having to complain, but sometimes we're left with no other choice. If you find that you have a complaint about any of our services, you can choose to make it formally or informally. We will investigate the complaint as quickly as possible to try and achieve a satisfactory outcome.
Our complaints procedure is outlined in a policy document which you can get hold of through the office. You can also read it online by clicking here.
How do I complain?
Talking directly to one of our staff is the quickest way to resolve a complaint about any of our services. All of our staff are committed to providing the best possible customer service. An investigation will be made into your complaint and we will let you know how long this is likely to take.
Although we hope that we will be able to resolve your complaint through this informal procedure, you may find that you are not happy with the outcome. If this is the case, you can ask to speak to a senior member of staff. He/she will look into the matter and let you know what action we are taking in writing within 14 days.
I want to make it formal
If you are unhappy with the result of your informal complaint, you can request a formal complaint form from the office. We will acknowledge your complaint within three working days and will then undertake a thorough and impartial investigation.
We will respond to your formal complaint within 28 days.
I'm still not happy
If our response, or the way we have dealt with your application, does not give you satisfaction, you can appeal to the Board of Management by writing to the Chief Executive. The matter will then be discussed at a meeting of board members. You will be invited to the meeting, although you do not have to attend if you do not want to. You will be able to bring along a friend, advisor or representative.
After the Board Meeting, we will write to you within three days to let you know the outcome.
I don't agree with the decision
If you think that your formal complaint has not been properly investigated, you can appeal to the Scottish Public Services Ombudsman. This service is free and impartial. If you would like more information, you can request a leaflet from our office.
If you decide to take your appeal to the ombudsman, you will have 12 months in which to do so. You can telephone the Office of the Ombudsman on 0800 377 7330 for more information, or visit their website at http://www.spso.org.uk/.
At all points in the complaints procedure, we will try our hardest to provide a good service to you.
