Feedback and Complaints

We want to hear any comments or suggestions you may have about the information on this website or a service we provide and how you feel we could make it even better in the future. Our customer charter outlines the standards you can expect from us.

We do take seriously the views of people who use our service and have changed our service as a result of people letting us know their experience. Here are examples of what changes we have made and those we have agreed to work on.

We can accept complaints, general feedback or compliments by phone, letter, email or you if you prefer, you can use our feedback form

Alternatively you may wish to telephone and give your feedback to our customer services officer Wendy Smellie (telephone 01324 677 328). Wendy can arrange for you to speak to a member of our senior management team if you would prefer.

 Ordinarily, we operate a 2 stage complaints procedure which comprises of:

  • Stage 1 – “frontline resolution”. This is where a member of our team will work with you to try to resolve your complaint. Should we not have resolved things to your satisfaction, we will advise to whom you may address any ongoing concerns.    

  • Stage 2 - “investigation stage”. At this point you will have contacted the Public Guardian. The Public Guardian or one of her nominated Senior Deputies will conduct a full case review. They may decide to phone you to discuss the case further, but will always conclude the complaint in writing. In our response we will advise to whom you may address ongoing concerns should we not have resolved things to your satisfaction.

However, on occasions, it is evident from the outset, because of the nature of the complaint, that a level of senior inquiry is required and in which case the complaint is managed directly as a second stage.  

If we receive a complaint, we aim to provide a full reply within 5 working days, unless there are exceptional circumstances.  In these instances, we will acknowledge receipt within 3 working days and aim to provide a full reply within 20 working days.  If we are unable to provide you a full reply within these timescales, we will explain why and provide you with a revised timescale for completion.

Our complaints policy provides further information.

If you remain dissatisfied following a personal response from the Public Guardian, you have a right to contact the Scottish Public Services Ombudsman. Even though we have finished dealing with your complaint, we would still be keen to hear how we handled the process.