Our values are critical to our service delivery and underpin our Service Standards.
We have formulated our values drawing on the principles of
regulation developed by the Better Regulation Task Force.
Independent: we maintain our operational
independence, acting without fear or favour, in the public
Proportionate: our actions as a regulator are
appropriate and necessary taking into account the degree of risk,
size of charity, the nature of the issues to be addressed and the
potential impact on charity beneficiaries or assets or the public
Accountable: we are answerable, in different
ways, to our stakeholders which includes involving others on a
continuous and appropriate basis, demonstrating our impact,
providing value for money and welcoming external scrutiny.
Transparent: we act in a way that is open,
predictable and understandable. This includes making
available the relevant criteria and facts underpinning our
Consistent: we act consistently in our
decision making on the basis of publicly stated principles and
policies and act as an exemplar, observing best
Fair: we exercise our powers and discretion in a
way which is consistent, impartial and even-handed.
Targeted: our regulatory
activities are clearly focused on the basis of evidence and we act
in such a way as to minimise any negative consequence.
Informed: we gather adequate information from
the appropriate sources to ensure that our actions are properly
Customer feedback, comments and suggestions on the quality of
our work and service delivery are welcome and are used to assess
and review the effectiveness of our current procedures and
processes for dealing with our customers.
How to make a complaint or comment about
If you wish to complain or comment on any aspect of the service
you have received from us please complete the comments form
contained within our Service Standards document
or write with full details to:
Head of Corporate Services
9 Riverside Drive
We will acknowledge and respond to your complaint within 15 working
days of receipt of your correspondence. If you are
dissatisfied with our response you can write to OSCR's Chief
Executive requesting a review.
The Scottish Public Services Ombudsman
4 Melville Street
Telephone: 0800 377 7330
Complaining about a charity
If you wish to make a complaint about a charity please read our
complain about a charity page.
Unacceptable Actions Policy
Our Unacceptable Actions
Policy sets out how we will manage the relatively few
complainants whose actions or behaviour we consider