SCVO supply partner complaints procedure

One way we support SCVO members to achieve their ambitions is by partnering with suppliers who can offer good value for money on quality products and services.  

All SCVO supply partners have passed our partner selection process, are held to a strict code of conduct and are regularly reviewed.   

If our members feel they are not receiving the correct level of service and wish to make a complaint, they can do so in the following way:   

Step One: SCVO’s selection criteria for supply partners requires suppliers to have a defined complaints-handling procedure when dealing with SCVO members. Therefore, we ask that initial complaints are made directly to suppliers.   Our suppliers have 10 working days to answer complaints in full. In addition, the supplier must notify SCVO within 3 working days of receipt of the complaint.   

Step two: If your complaint has not been resolved please contact our Business Development Manager, Ryan Donaghy on 0131 474 8040 or ryan.donaghy@scvo.or.uk.  

Ryan will respond within 3 working days to advise you on the next steps. We aim to resolve complaints within 10 working days. However, some complaints take longer to investigate and when they do, we will maintain regular contact with you to advise on the progress and outcome of your complaint.  

If you are unhappy with the response or feel unable to approach staff directly then please email enquiries@scvo.scot or call 0800 169 0022 or write to: 

SCVO, Mansfield Traquair Centre, 15 Mansfield Place, Edinburgh, EH3 6BB 

In addition, SCVO will investigate the customer satisfaction levels of any supplier who receives more than three complaints in one year.  If unacceptable complaint levels continue, SCVO will review our relationship with the supplier and may terminate.