Putting Things Right

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

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

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 RoS.

She may be contacted at the following address:
Sheenagh Adams
Keeper of the Registers of Scotland
Registers of Scotland
Meadowbank House
153 London Road Edinburgh,
EH8 7AU
email: sheenagh.adams@ros.gov.uk

Step 5: Contact The Scottish Public Services Ombudsman. Are you satisfied YES/NO

The 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 Officer
Kay Dallas
Customer Service Centre
Hanover House
24 Douglas Street
Glasgow
G2 7NQ

Tel: 0141 306 1719
Fax: 0141 306 1721
Email: kay.dallas@ros.gov.uk

Complaints Received

In the financial year 2012/13 we received 56 complaints. These were classed in the following categories:

Complaint Classification

Complaints received

Complaints Upheld or Partially Upheld

Quality of Service

29

12

Service Delivery

6

4

Speed of Service

10

4

Service Charges

7

0

Limitations of Service

4

0

Change Issues

0

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