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PUTTING
THINGS RIGHT
Putting Things Right:
We want you to let us know if we fall below any of our standards. That
way we can put it right. The feedback we receive from you will allow us
to monitor our standard of service, learn from what went wrong and use
the information to improve services. A complaint arises when we fail to
meet one of the standards we have set or someone is dissatisfied with
something we have done or failed to do. All complaints are fully and fairly
investigated. We want complaints to be dealt with as quickly as possible
and find that most can be resolved immediately. In the first instance
please complain directly to the person you have been dealing with. you
can do this by telephone or in writing. Textphone users can contact us
on 0845 607 0168.
You can also submit a complaint online by completing the complaints
form.
| Step
by Step Guide:
A
step by step guide to making a complaint:
Step
1:
Raise it with the person providing the service. Are you satisfied
YES/NO
Step
2:
Raise it with the Manager of the Business Unit. Are you satisfied
YES/NO
Step
3:
Complete a complaints form which will be directed to the Complaints
Manager.
Are you satisfied YES/NO |
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Step
4:
Appeal to the Chief Executive.
Are you satisfied YES/NO
Still
Not Satisfied:
If
you are not satisfied with the way your complaint was resolved or dealt
with you may appeal directly to the Keeper of the Registers of Scotland,
who is Chief Executive of the Agency.
He may be contacted at the following address:
Mr James Meldrum
Keeper of the Registers of Scotland
Registers of Scotland Executive Agency
Meadowbank House
153 London Road
Edinburgh, EH8 7AU
email: james.meldrum@ros.gov.uk
Step
5:
Contact The
Scottish Public Services Ombudsman.
The
Ombudsman:
If
you are still not satisfied you may contact the Scottish Public Services
Ombudsman.
The Scottish Public Services Ombudsman
Freepost EH641
Edinburgh, EH3 0BR
or
4 Melville Street
Edinburgh
EH3 7NS
Tel: 0800 377 7330
Fax: 0800 377 7331
Text: 0790 049 4372
email: ask@spso.org.uk
Web Site: www.scottishombudsman.org.uk
Complaints
Form:
If
you would like to print a copy of the complaint form to complete and send
to us you can click on the link to view it. Complaints
Form
Complaints
Managers:
| Edinburgh |
Glasgow |
| Ian
Deayton |
Gordon
McLaren |
Customer
Service Centre
Erskine House
68 Queen Street
Edinburgh, EH2 4NF |
Customer
Service Centre
9 George Square
Glasgow, G2 1DY |
| Tel:
0131 200 3940 |
Tel:
0141 306 4404 |
| Fax:
0131 200 3932 |
Fax:
0141 306 4424 |
| Email:
ian.deayton@ros.gov.uk
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Email:
gordon.mclaren@ros.gov.uk |
Complaints
Received
In the financial year 2006 - 2007 we received 69 complaints.
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