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Complaints

Statement of Policy

We aim to ensure that:

  • Making a complaint is as easy as possible
  • We treat your complaint seriously
  • We deal with your complaint promptly and in confidence
  • We learn from complaints and use them to review and improve our service

What is a complaint?

A complaint is when you tell us you are not happy about the service we provide. It can be about anything and could include

  • When we do not deliver a service on time
  • When we give you the wrong information
  • When you receive a poor quality service

How to make a complaint

If you wish to make a complaint you can contact the Secretary:

By email to: secretary@rscdsedinburgh.org
In writing to: The Secretary,
RSCDS Edinburgh
c/o 95 Overton Crescent,
East Calder, EH53 0RJ

Your complaint will be fully investigated and a response issued within 21 working days.

If you are unhappy with the response you can write to our Chairman, at the above address or by emailing chairman@rscdsedinburgh.org

If you are still unhappy, you can contact OSCR, Office of the Scottish Charity Regulator.

By email to: info@oscr.org.uk, for a response within 15 working days
In writing to: Office of the Scottish Charity Regulator (OSCR)
2nd Floor, Quadrant House
9 Riverside Drive
Dundee, DD1 4NY

OSCR will not normally investigate a complaint unless the internal complaints procedure has been exhausted.

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