OSCR Service Standards: complaints, compliments and suggestions

We want to know what you think about OSCR, our services and the way we deliver them.

Our Customer Service Standards Policy provides details of how we will deal with:

  • your calls
  • general correspondence
  • visitors to our offices
  • visits to a charity by our investigators.

We try to provide the best possible service in all areas of our work, but we accept that sometimes things go wrong.  When this happens we would like to know so that we can try to put things right.

In order to maintain our high standards we welcome your comments - both positive and negative - so that we can assess and review the effectiveness of our current procedures and processes for dealing with our customers.

Comments and compliments

If you wish to make a comment or compliment any aspect of the service you have received from us, or you feel someone deserves praise for the work they have carried out please complete our online contact form or write with full details to:

Judith Hayhow
Head of Support Services
2nd Floor
Quadrant House
9 Riverside Drive
Dundee
DD1 4NY

Email:info@oscr.org.uk

Complaints

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

If something goes wrong or you are dissatisfied with our services, please tell us.  Our Guide for Customers and Model Complaints Handling Procedure describes our complaints procedure, what complaints we consider, and how to make a complaint.  It also tells you about our complaints service standards and what you can expect from us.

Concerns about charities will be addressed through our Inquiry and Intervention Policy and not through this Model Complaints Handling Procedure.

Our complaints procedure has two stages:

Stage one: frontline resolution

We aim to resolve complaints quickly and close to where we provided the service.  This may mean an immediate apology and explanation, and immediate action to solve the problem.  This should take five working days unless there are exceptional circumstances.  If you are unhappy with a particular aspect of our service you can raise this with the OSCR staff member that you are dealing with.

If we can't resolve your complaint at this stage, we will explain why and tell you what you can do next.

Stage two: investigation

We deal with two types of complaint at this stage:

  • those that could not be resolved at stage one
  • those that are more complex and require more detailed investigation

We aim to resolve stage two complaints within 20 working days, although sometimes we may take longer.

To make a complaint please complete our complaints form or write to:

Judith Hayhow
Head of Support Services
2nd Floor
Quadrant House
9 Riverside Drive
Dundee
DD1 4NY

Email:info@oscr.org.uk  

If you remain dissatisfied with our decision or the way in which we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.

You can contact them in person:

SPSO
4 Melville Street
Edinburgh
EH3 7NS

By post:

SPSO
Freepost EH641
Edinburgh
EH3 0BR

Freephone: 0800 377 7330
Online contact: www.spso.org.uk/contact-us
Website: www.spso.org.uk
Moblie site: http://m.spso.org.uk

Unacceptable Actions Policy

Our Unacceptable Actions Policy sets out how we will manage the relatively few complainants whose actions or behaviour we consider unacceptable.