Complaints

Our aim is to provide you with the best possible service.  However, we need your help to let us know how you feel about the services we provide.  If you are unhappy or dissatisfied we want to know.  We encourage and value complaints.  Collecting and analysing this type of feedback allows us to put problems right and learn from the experience to improve our services.

If you are unhappy with advice you have received or a particular service delivered please contact our office.  Generally, we aim to try and resolve complaints informally and, if possible, provide a response within 24 hours.  We find that this can be the quickest and most effective method to deal with the majority of complaints.  If you remain dissatisfied following our response we would then encourage you to make a formal complaint. You can formalise your complaint from the outset and we have a specific form for this purpose which you can download. 

For more detailed guidance, please download a copy of our Complaints Policy and a Complaints Information Leaflet.  These documents should provide helpful information on who can make a complaint, what can be complained about and what will happen when we receive your complaint.

We are currently reviewing our Complaints Policy in line with recent Scottish Public Services Ombudsman's (SPSO) recommendations which will help improve our Complaints Handling Procedure.