Make a complaint
To help address failures in service, or when something just hasn’t gone to plan, we ask our customers to get in touch as soon as they are dissatisfied.
When we receive a complaint, we will:
- listen to what you have to say.
- carry out a thorough, impartial, and fair investigation.
- try to resolve the complaint, where possible.
- respond as soon as possible (5-days for stage 1 / 20-days for stage 2).
- apologise for failures and take action to ensure that it doesn’t happen again.
We have adopted the Scottish Public Services Ombudsman complaint handling procedure. However, if you remain dissatisfied with the final decision regarding a complaint, you can escalate this matter to the Scottish Public Services Ombudsman or other relevant body.
You can make a complaint online, by email, by phone, in person or in writing – just let us know.
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