You can make your complaint in person, by phone, by email or in writing.
We have a two-stage complaints procedure. We'll always try to deal with your complaint quickly but if it's clear the matter will need a detailed investigation, we'll tell you and keep you updated on our progress.
We'll always try to resolve your complaint quickly, within five working days if we can. If you're not satisfied with our response, you can ask us to consider your complaint at Stage 2.
We'll look at your complaint at this stage if you are dissatisfied with our response at Stage 1. We also look at some complaints immediately at this stage, if it's clear that they're complex or need detailed investigation.
We'll acknowledge your complaint within three working days. We'll give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.
If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we have handled your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to consider it.
An expression of dissatisfaction by one or more individuals about the standard of service, action or lack of action by or on behalf of Scottish Enterprise.
A complaint may relate to:
Your complaint may involve more than one service or be about someone working on our behalf.
There are some things we can’t deal with through our complaints handling procedure, including:
If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.
Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service.
You can complain in person at any of our offices, by phone, in writing or by email.
It's easier for us to resolve complaints if you make them quickly and directly to the service concerned. So talk to a member of our staff and they can try to resolve any problems on the spot.
When complaining, tell us:
Write to us at the following address:
Enquiry Fulfilment and Research Service
2 Mariner Court
8 South Avenue
Clydebank G81 2NR
Call 0300 013 3385 (local rate)
Email us at email@example.com
Scottish Enterprise seeks to resolve directly all complaints about how it handles personal information.
Got a complaint?
If you're not satisfied with our response, you also have the right to lodge a complaint with the Information Commissioner's Office (ICO).
Write to the ICO at the following address:
Information Commissioner's Office
Cheshire SK9 5AF
Call 0303 123 1113 (local rate) or 01625 545 745
Normally, you must make your complaint within six months of:
The event you want to complain about, or
Finding out that you have a reason to complain, but no longer than 12 months after the event itself
In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.
We'll always tell you who is dealing with your complaint. Our complaints procedure has two stages:
We aim to resolve complaints quickly. This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.
We'll give you our decision at Stage 1 in five working days or less, unless there are exceptional circumstances.
If we can’t resolve your complaint at this stage, we'll explain why and tell you what you can do next. We might suggest you take your complaint to Stage 2. You may choose to do this immediately or sometime after you get our initial decision.
Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that are complex and require detailed investigation.
When using Stage 2 we'll:
We'll let you know if our investigation will take longer than 20 working days. We'll agree revised time limits with you and keep you updated on progress.
After we've fully investigated, if you're still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.
The SPSO cannot normally look at:
We understand you may be unable or reluctant to make a complaint yourself. We accept complaints from the representative of a person who is dissatisfied with our service. We can take complaints from a friend, relative or an advocate, if you have given them your consent to complain for you.
Find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance.
We're committed to making our service easy to use for all members of the community. In line with our statutory equality duties, we'll always ensure that reasonable adjustments are made to help customers access and use our services.
Get in touch if you have trouble putting your complaint in writing or want this information in another language or format, such as large font, or Braille.
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