Feedback
We aim to continuously develop our services to support your needs. Listening to your comments, compliments and complaints helps us to do this effectively.
Feedback
We aim to continuously develop our services to support your needs.
Feedback
We aim to continuously develop our services to support your needs.
Tell us how we’re doing
We aim to continuously develop our services to support your needs. Listening to your comments, compliments and complaints to Sense Scotland helps us to do this effectively.
If you wish to make a comment, compliment or complaint about any service you have received from Sense Scotland, we want to hear from you.
Ways in which you can do this include:
- Speaking directly to a member of staff
- Filling in the Comments, Compliments and Complaints paper form
- Filling in the digital complaints form below
You can find our procedure for handling comments, compliments and complaints in the video below. If you would like to read the full procedure, or access Easy Read and large print versions of the procedure, please get in touch.
Making a complaint
Please tell us your name, address and telephone number, and what you want to complain about. Tell us how you would like us to reply to you; for example, if you would prefer an e-mail or a letter, or if you need us to use a different format.
You can ask a relative, friend or someone else to help you make your complaint.
You have the right to make a complaint, and you will not be discriminated against because of it. We will always treat your concerns seriously.
What happens next?
We will write to let you know we have received your complaint, usually within three working days. We will then begin to investigate you complaint. You should receive a written decision within 20 working days. If we need more time, we will let you know.
If your issue is about our care and support services, you can complain at any time to the Care Inspectorate at:
The Care Inspectorate
Compass House
Discovery Quay
11 Riverside Drive
Dundee DD1 4NY
Telephone: 0345 600 9527
Email: enquiries@careinspectorate.com
You can also complain directly to your local authority.
Donors and Supporters who are not satisfied with the response from Sense Scotland as per our complaints procedure above, can complain to the Scottish Fundraising Standards Panel at:
Email: complaints@goodfundraising.scot
Telephone: 0808 164 2520
Looking for an independent advocate?
There are independent advocacy organisations across Scotland helping people to have their voices heard in decisions which affect their lives. Independent advocates work in a variety of settings including the community, education, care homes, prisons and hospital settings.
To find out more, visit the Scottish Independent Advocacy Alliance’s website.