Lead Scotland aims to provide a high quality, accessible and reliable service. On the rare occasion that we fall short of our own high standards, you have the right to make a complaint. All complaints will be taken seriously and will be investigated fully.
Anyone can make a complaint, whether a learner, a volunteer or an external agency. If you need support or assistance, we can provide this (or you may choose someone else to help).
If you are unhappy with our services, you can talk about the problem with a member of staff or the manager of that service. Complaints can often be dealt with by an explanation or apology. We hope that this informal approach will be adequate in most situations.
If you are not satisfied with the informal approach, you can make a formal complaint to our Chief Executive Officer in any format eg. by letter, email firstname.lastname@example.org, telephone 0131 228 9441 or video. Please explain what or who you wish to complain about, and include any other information you feel is relevant.
Please address any complaints to:
Chief Executive Officer
Lead Scotland, Room B/05, Merchiston Campus, Edinburgh Napier University, 14 Colinton Road, Edinburgh, EH10 5DT
Please note: This complaints procedure does not affect your legal rights.