Complaints
What is a complaint?
A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Disclosure Scotland or its staff.
We want to hear from you
- Do you have any suggestions on how we might improve our service?
- Would you like to compliment us on a job well done?
- Have we fallen short of what you expect?
- Have we fallen short of the standards we set ourselves?
We guarantee
- To pass on a compliment or a comment in the right direction.
- To take all complaints seriously.
We’re sorry if you’re not happy with us, and we want to put things right if we possibly can. We want to listen and learn. Both positive and negative feedback helps us adapt our procedures and improve our performance.
We promise to
- Ensure your confidentiality
- Investigate your complaint carefully and thoroughly
- Write back to you with a full reply within ten working days (occasionally we may need longer than this, but when we do we will tell you why this is and when we can expect to reply)
- Deal with you in a polite and courteous manner
To make a compliment or complaint please contact us in the first instance by the following means
By telephone
Please contact our Customer Service Centre on:
0870 609 6006 (lines open from 8.00am to 6.00pm Monday to Friday)
By Fax Send faxes to the Customer Service Centre on:
0870 609 6996
By Email
Contact info@disclosurescotland.co.uk
By Post
Head of Operations
Disclosure Scotland
1 Pacific Quay
GLASGOW
G51 1DZ
Not satisfied?
If you are not satisfied with the way we dealt with your original complaint please write to:
Head of Disclosure Scotland
Disclosure Scotland
1 Pacific Quay
GLASGOW
G51 1DZ
Still not satisfied?
If you remain dissatisfied after having been through this procedure with your complaint, you may ask the Scottish Public Services Ombudsman to consider your complaint. The Ombudsman will normally only act once you have fully explored the procedures stipulated. Your complaint must be submitted to the:
Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS
