Complaints procedure
Money Advice Scotland is committed to providing a high-quality service. We welcome feedback and take complaints seriously, using them to help us improve our work.
A complaint is an expression of dissatisfaction about Money Advice Scotland, a member of our staff, someone carrying out work on our behalf, or a member of our Board where the matter relates to Money Advice Scotland.
Making a complaint
Please set out:
what your complaint is about;
what happened and when;
how it affected you; and
what you would like us to do to resolve the matter.
Please mark your correspondence Formal Complaint.
Email: info@moneyadvicescotland.org.uk
Post:
Money Advice Scotland
Redwood House
5 Redwood Crescent
East Kilbride
Glasgow
G74 5PA
Complaints should be raised as soon as possible and must normally be submitted within one year of the issue occurring.
What happens next?
Stage 1
We will acknowledge your complaint within 10 working days.
We aim to provide a response and explanation within 25 working days.
If the matter requires a more detailed investigation, we will let you know what is happening and when you can expect a full response.
Stage 2
If you are not satisfied with our initial response, you can ask for your complaint to be reviewed by the Chief Executive.
A request for a Stage 2 review should normally be made within 10 days of receiving the Stage 1 response.
We will acknowledge the request within 10 working days and aim to respond within 28 working days.
Stage 3 – Appeal
If you remain dissatisfied, you can appeal to the Chair of the Board of Trustees.
Your appeal should be submitted within one month. We aim to complete the appeal as soon as possible and within four weeks.
Where necessary, an independent third party may be asked to consider the complaint.
Confidentiality
Complaints will be handled sensitively and confidentially. Information will only be shared where necessary to investigate and respond to the complaint.
You may also ask an appropriately authorised person to make a complaint on your behalf.
Data protection complaints
If your complaint relates specifically to how Money Advice Scotland has collected or used your personal information, it will also be handled in accordance with our Privacy Policy and applicable data protection law.
Complaints about governance
If you have completed our complaints process and your complaint concerns the governance of Money Advice Scotland, you may also contact the Office of the Scottish Charity Regulator (OSCR).