Complaint Process

Our complaints handling procedure is designed to help us resolve any customer dissatisfaction quickly and as close to the point of service delivery as possible. It is based on a two stage approach.

                                                            Stage 1 - Frontline Resolution                                                        Stage 2 - Investigation
  • For issues that are starightforward and easily resolved, required little or no investigation
  • For issues that have not been resolved at the frontline or that are complex, serious or "high risk"
  • Stage 1 complaints should take no longer than 5 working days to reslove
  • A definitive response provided within 20 working days follwoing a thorough investigation of the points raised.
  • "On the spot" apology or explanation of why the issue occurred and what we will do to stop it happening again. 

A copy of our customer complaints procedure by following this link. Complaints Procedure

The Scottish Public Services Ombudsman

Anyone who remains dissatisfied at the end of our complaints process can ask the Scottish Public Services Ombudsman (SPSO) to investigate the matter. The SPSO's contact details are:

Freephone: 0800 377 7330 or call 0131 225 5300

Online contact details page: http://www.spso.org.uk/contact-us

Website: http://www.spso.org.uk/

Mobile site: http://m.spso.org.uk

Post : Freepost SPSO (This is all you need to write on the envelope, and you don't need to use a stamp)

Full Postal Address: SPSO,Bridgeside House, 99 McDonald Road,Edinburgh, EH7 4NS