Contact Us

Your feedback is very important to us. We want to know what you think about our services and the way we deliver them. There are three ways to do this using this form -

1. Compliments,
2. Comments
3. Complaints.

Compliments
Compliments highlight areas of good practice and acknowledge the hard work of our staff. We value feedback in this area, as it is important to know we are getting things right.

Comments
We welcome comments as they assist us in making decisions that improve the service we deliver so that we can serve you better.

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.

Who do I contact?
If you want to tell us something about our services please contact the relevant facility and ask to speak to the Duty Manager; Or complete our on-line Contact Us form below. Making a complaint

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).

Stage 1
We listen to what you have to say and will either sort out your complaint quickly, or carry out a thorough investigation. If you feel comfortable doing so, contact the facility Duty Manager and explain the reason for your complaint. If you do not wish to do this, then send your complaint, by using this form, direct to the Customer Services Officer at the address under who do I contact?

Stage 2
On receipt of your complaint we will send an acknowledgement within 3 working days. We will then investigate the circumstances of your complaint and will send a written response within 10 working days.

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