How to make a complaint

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).

How do I complain?

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.

What if a discussion does not solve my complaint?

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 enquires@lead.org.uk, 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, Studio 1.09, St Margarets House, 151 London Road, Edinburgh, EH7 6AE

What will happen once I make a formal complaint?

• We will acknowledge your complaint within 5 working days of receiving it.
• A full investigation will take place.
• The person investigating the complaint will contact you to ensure we fully understand your complaint. They will also tell you how the complaint will be investigated and give timescales.
• We aim to respond to your complaint within 21 days.
• If there is any delay then we will let you know in writing and give you the reason for the delay.
• Once the investigation is complete we will contact you to let you know the conclusions and what action will be taken.
• If you are not happy with the outcome of the investigation, you may appeal to the Chair of Lead Scotland’s Board of Directors. The Chair of Lead Scotland’s Board of Directors may be contacted at Lead Scotland, Studio 1.09, St Margarets House, 151 London Road, Edinburgh, EH7 6AE. An appeal panel will then be formed from Lead Scotland’s Board of Directors. You will be advised of their decision within 10 working days of the appeal meeting in writing by email or letter. The decision of the appeal panel will be final.

Please note: This complaints procedure does not affect your legal rights.