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 onethose that are more complex and require more detailed investigationWe 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 HayhowHead of Support Services2nd FloorQuadrant House9 Riverside DriveDundeeDD1 4NY
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:
SPSO4 Melville StreetEdinburghEH3 7NS
SPSOFreepost EH641EdinburghEH3 0BR
Freephone: 0800 377 7330Online contact: www.spso.org.uk/contact-usWebsite: www.spso.org.uk
As stated in our complaints handling procedure, we will publish quarterly information regarding our complaints handling performance:
2017-18 Q1 Complaints figures
2016-17 Q1 & Q2 Complaints figures 2016-17 Q3 Complaints figures 2016-17 Q4 Complaints figures
2015-16 Q4 Complaints figures2015-16 Q3 Complaints figures2015-16 Q2 Complaints figures2015-16 Q1 Complaints figures
2014-15 Q1 Complaints figures 2014-15 Q2 Complaints figures 2014-15 Q3 Complaints figures 2014-15 Q4 Complaints figures
Our Unacceptable Actions Policy sets out how we will manage the relatively few complainants whose actions or behaviour we consider unacceptable.