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.

We operate a two stage complaints procedure. If you wish to make a complaint, more information about our complaints procedure is available from the Scottish Courts & Tribunals website.

If you wish to complain this is what you can from us expect:

  • We will tell you who is looking into your complaint
  • If we can’t sort your complaint right away, we will try to sort it within 5 working days, however we will let you know if this happens
  • If you are unhappy with our reply you can ask us to carry out an investigation
  • If your complaint is complicated or serious, then we might have to do an investigation to find out all of the facts
  • If we do an investigation this may take up to 20 working days. We will tell you this within 3 working days of you putting in your complaint.
  • We might want to talk to you about your complaint to understand why you are unhappy and what you think we could do to fix the matter.
  • We will send you a written reply to your complaint as soon as possible but this could take up to 20 working days.

If you are still unhappy then you can 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.