Complaints

We are committed to delivering high quality services. Sometimes things may go wrong or we may not meet your expectations. We welcome complaints as an opportunity to put things right and improve our performance.

We will deal with all complaints in confidence. Anyone can make a complaint, either on your own or with the help of a friend, relative or another person who speaks on your behalf (with your permission).

Who do I contact?
In the first instance, please contact the centre concerned and ask to speak to the Duty Manager. Most complaints can quickly be resolved at this stage and it allows us to put things right straight away.

Stage 1
If you have spoken the Duty Manager and are still not satisfied, then fill in the on-line form by clicking here, complete the form and submit it (or print it off and send to the Customer Services Officer – address is on the form) and we will deal with your complaint as per procedure below.

Stage 2
Within three working days of receiving your complaint we will send you a letter confirming that we are looking into the matter. We will then send you a detailed reply within ten working days of our first letter, or tell you how long it will take to deal with your complaint if we need to investigate it further.

Stage 3
If you are in any way not satisfied with our response you can appeal to the Chief Executive at our Head Office (address on back of this leaflet). On receipt of your complaint an acknowledgement will be sent out within 3 working days. The circumstances of your complaint will be investigated, and a written response will be sent within 10 working days.

What if I am still not satisfied?
You can refer your complaint to the Scottish Public Services Ombudsman, please note you should have completed the above process before contacting the Ombudsman. Contact details are below –

SPSO
FREEPOST EH641
Edinburgh EH3 0BR
Tel: 0800 377 7330
Fax: 0800 377 7331
Text: 0790 049 4372
e-mail: ask@spso.org.uk

Data Protection Act 1998
We will use the information you give on this form to deal with your complaint. We may need to check the information you have given with other parties. We will not give the information to anyone else unless we are allowed to by law