Feedback & Complaints

We Value your Feedback

We are committed to operating at the highest standard. We treat all feedback with the utmost seriousness and endeavour to respond respectfully and promptly.


Giving Feedback 

Your views are very important to us and we are committed to learn from any compliments or concerns we receive. If you would like to share your thoughts on any aspect of our work you can do so in writing, by email, by telephone or in person.


Complaints procedure

If you have a formal complaint about any aspect of our work, you can contact Down’s Syndrome Scotland in writing (marked Private & Confidential) or by email (please mark subject line ‘complaint’). We aim to deal with any complaints as effectively as possible. Your complaint will be dealt with by a member of our Senior Management Team who will aim to resolve the issue with you. Please give us as much information as possible and let us know in what format you would prefer us to respond to you, providing relevant contact details.


Please address your complaint to:

Rory Gaffney

Head of Operations

Down’s Syndrome Scotland

Riverside House

502 Gorgie Road


EH11 3AF


Telephone: 0131 442 8840



We aim to: 

  • Ensure that complaints are listened to and investigated thoroughly
  • Ensure your complaint is acknowledged within 5 working days and resolved within 30 days
  • Ensure that complaints are dealt with appropriately and fairly
  • Ensure that where learning is identified from your complaint we take action.


What happens if I’m still not satisfied? 

We hope to resolve your complaint in the first instance to a satisfactory conclusion. If however you are not happy with our response, you may refer your complaint to our Chief Executive. The Chief Executive will respond to you within two weeks of receiving your complaint.

If our charity has not been able to resolve your complaint to your satisfaction or if you are unhappy with how your complaint has been handled you may refer your complaint to the Board of Trustees. You will be notified of their contact details in your outcome letter.

Regarding fundraising complaints, if after contacting us directly you are unsatisfied with our conclusion you can contact the Scottish charity fundraising hub run by SCVO –