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Complaints procedure
SCVO aims to provide high quality services at all times. Whether you think we’re doing well or feel we need to do better, we value your opinion and want to hear from you.
If you are unhappy with SCVO in any way please let us know. We welcome the opportunity to put matters right, for you and for others who might use our services in future.
What to do
First, speak to the staff providing the service you wish to comment on. Most problems can be dealt with quickly by the people closest to the situation.
If you are unhappy with the response or feel unable to approach staff directly then email enquiries@scvo.org.uk or call 0131 474 8000 or write to
SCVO
Mansfield Traquair Centre,
15 Mansfield Place,
Edinburgh,
EH3 6BB
Whatever method you choose, the matter will be dealt with in the same way.
What happens next?
In the case of a complaint we respond to you within 3 working days, informing you who is dealing with it and how long the investigation will take.
We aim to resolve complaints within 10 working days. However some complaints take longer to investigate and when they do, we will contact you to advise you when you can expect a response from us.
All comments and complaints will be recorded by SCVO and used to help us improve our services.
What if I’m unhappy with the response?
If you have made a complaint and are unhappy with the response you receive, you can write to SCVO’s Chief Executive, who will look at the situation and decide if further action is needed.
If you are still unhappy, you can write to the Convener of SCVO’s Management Board, who will look at the situation again and decide if any further action is needed.
You can contact the Chief Executive and Convener at the address above.
