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Complaints Procedure  We aim to provide an efficient, responsive and personal service to all our residents (tenants and owners); people who apply to us for housing; or who require any other service from us and we believe it is possible to treat complaints in a positive way. Although we always try to provide a first class service, there may be times when you are not happy about something. If this is the case, it is important that you let us know. If you feel you have a complaint, we believe it should be handled properly. Accordingly, we have adopted a comprehensive complaints procedure to ensure that all complaints are dealt with in a speedy, efficient manner and hopefully, to the satisfaction of all concerned. All complaints are dealt with confidentially. Complaint forms are available from the customer services staff. You have every right to make a formal complaint, but in the first instance you may wish to try to resolve the problem informally by talking to the appropriate section head. If you feel you have been unfairly treated, or the Association’s policies are being unfairly applied, or you have a complaint against a member of staff you should write to our director. If you remain aggrieved you can write to our chairperson who will present the matter to the complaints sub-committee. A copy of our Complaints Procedure can be obtained from our Download Section. If you are still not satisfied, you can contact the Public Services Ombudsman for Scotland. A leaflet explaining the Ombudsman’s role is available from our office or from Advice Centres. The Ombudsman will not normally be able to deal with complaints, however, until you have gone through the Association’s complaints procedure. The Ombudsman is based at: The Scottish Public Services Ombudsman. Freepost EH641 Edinburgh EH4 3BL Tel: 0800 377 7330 Email:
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Web: http://www.spso.org.uk/
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