Making a complaint
If you are dissatisfied with the standard of service we provide, or lack of action by our staff, you may want to make a complaint.
When to complain
- If we have fallen short of what you expect
- If we have fallen short of the standards we set ourselves
- If you would like to compliment us on a job well done
Our guarantee
- We will take all complaints seriously
- We will pass on a compliment or a comment in the right direction
We're sorry if you're not happy with us, and we want to put things right if we possibly can. Positive and negative feedback helps us adapt our procedures and improve our performance.
Our promise
- To ensure your confidentiality
- To investigate your complaint carefully and thoroughly
- To write back to you with a full reply within 10 working days (if we need longer than this, we will tell you why, and when you can expect a reply)
- To deal with you in a polite and courteous manner
To make a complaint
To make a complaint, or a compliment, please contact us in one of the following ways:
By phone - on 0870 609 6006 (lines open from 8.00am to 6.00pm Monday to Friday)
By fax - to 0870 609 6996
By email - to complaints@disclosurescotland.co.uk
By post to:
Business Management Unit
Disclosure Scotland
PO Box 250
GLASGOW
G51 1YU
Not satisfied:
If you are dissatisfied with the response you receive, you can request that a review be carried out by the Head of Disclosure Services, investigating the way the request was handled and the decision that was reached.
By post:
Head of Disclosure Services
Disclosure Scotland
PO Box 250
GLASGOW
G51 1YU
By email: DSadmin@disclosurescotland.gsi.gov.uk
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Still not satisfied:
If you are dissatisfied with this response, you can request that a review be carried out by the Chief Executive, investigating the way the request was handled and the decision that was reached.
By post:
Chief Executive
Disclosure Scotland
PO Box 250
GLASGOW
G51 1YU
By email: DSadmin@disclosurescotland.gsi.gov.uk
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:
Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS
Tel: 0800 377 7330
