Feedback and Complaints
Who can complain
Anyone using our services, or who has used them before, can make a complaint. We also take complaints from family members, carers, partner organisations and members of the public.
Make a complaint
Or get in touch another way
Phone: 01592 321 321
Email: marie.crombie@ss-scot.org
Write to: 24 Hill Street, Kirkcaldy, KY1 1HX
Or speak to any member of staff.
What happens next
Within 2 working days
We acknowledge it and tell you who is handling it.
Around 5 working days
Where it is appropriate, we will offer to resolve things informally first. That is your decision to make.
20 working days
A written outcome, once a formal investigation starts
60 working days
Everything finished, including any appeal.
You can appeal within 10 working days, and someone with no part in the first decision considers it. If a timescale slips, we tell you why and when you will next hear from us.
Complaints about counselling
If your complaint is about counselling and you have been through our appeal, you can ask COSCA to review how we handled it.
You have one month. We also send COSCA a report on the outcome.
COSCA
01786 475140 · info@cosca.org.uk · 16 Melville Terrace, Stirling FK8 2NE