We aim to provide a high level of service to all our customers. Our commitment to you is that:
We value complaints and use information from complaints to help us improve. Please tell us if something goes wrong or you are dissatisfied with our service.
We are a decision making body. For that reason, it is important to note that our complaints procedure is intended to cover circumstances where we have failed to do something. For example, instances of maladministration.
It does not cover disagreement with a decision where another procedure to resolve the matter exists. For example:
In these situations there are other procedures to resolve matters.
This does not mean that these disagreements are less important to us, simply that there are other processes, some statutory and some not, that exist for people to have the issue considered and resolved.
Our Complaints Handing Procedure follows the requirements of the Model Complaints Handling Procedure published by the Scottish Public Services Ombudsman (SPSO).
We publish information on the numbers of complaints that we receive and the time it takes us to respond.
We have an on-going research programme to survey the views of our customers. Periodically, we undertake major surveys of applicants and opponents and of solicitors. Read more about our current customer research work.