Progressive, Proportionate and Preventative

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Complain about OSCR

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. Complaining About OSCR: our guide for Customers and our Complaints Handling Procedure describe our complaints procedure, what complaints we consider, and how to make a complaint. These also set out our complaints service standards and what you can expect from us.

Concerns about charities will be addressed through our Raise A Concern About A Charity Page.

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

Complaints Handling Performance

As stated in our complaints handling procedure, we will publish quarterly information regarding our complaints handling performance:

2016-17

2016-17 Q1 & Q2 Complaints figures
2016-17 Q3 Complaints figures
2016-17 Q4 Complaints figures


2015-16

2015-16 Q4 Complaints figures
2015-16 Q3 Complaints figures

2015-16 Q2 Complaints figures

2015-16 Q1 Complaints figures

 

2014-15

2014-15 Q1 Complaints figures

2014-15 Q2 Complaints figures

2014-15 Q3 Complaints figures 

2014-15 Q4 Complaints figures

 

Unacceptable Actions Policy

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