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 learning from any compliments or concerns we receive. If you would like to share your thoughts on any aspect of our work you can email us at info@dsscotland.org.uk or give us a call on 0300 030 2121

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 empowered and well-trained staff. Please give us as much information as possible and let us know how 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

Edinburgh

EH11 3AF

 

Telephone: 0131 030 2121

Email: rory@dsscotland.org.uk

We aim to: 

  • Deal with your complaint quickly, within five working days if we can.
  • Investigate more complicated complaints thoroughly and give you a full response within 20 working days.
  • Ensure that all complaints are dealt with 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 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 we have not been able to resolve any 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 – www.fundraisingcomplaints.scot.