Make a Complaint

Complaint Handling Procedure

What is a Complaint?

Any material grievance expressed by a customer, client, third party or any relevant body or person in connection with the provision of services, our customer care policy or professional codes of conduct.

How we will deal with your complaint

It is our aim to provide a high quality service for all customers but we recognise that things unfortunately do go wrong occasionally. We take all complaints we receive seriously and aim to resolve them as quickly and as fairly as possible, which includes wherever possible, at the first point of contact.

If we are unable to resolve your complaint and you believe that your complaint requires further investigation or explanation, then the procedures below will be followed.

How to raise your complaint

You can either contact us on 0131 477 8900, email us at [email protected], or alternatively write to our Complaints Manager at Scott & Co (Scotland) LLP, 12 Drumsheugh Gardens, Edinburgh, EH3 7QG who will then determine how best to resolve your complaint.

To help us manage the matter efficiently please provide as much information as possible; including, account number, name, address, contact telephone number and full details surrounding the reason for your complaint, providing copies of any documentation that might be relevant.

Upon receipt of your complaint

We will assess and instigate an investigation, appointing an appropriate person (if applicable) who is independent of the original problem to deal with your complaint

Next action we will take

  • Within three working days; we will either resolve your complaint or provide a written acknowledgement that we have received it. If a complaint is received in writing, a written acknowledgement will be issued within one business day of receipt.
  • Conduct a thorough investigation into the matters you have raised and instigate any appropriate remedial action
  • Explain the outcome of our investigation and should you remain dissatisfied with the response you have received give you the opportunity to refer the matter to a member of the Management Board.
  • Within fourteen working days; we will issue a final response or confirm the reason we are not in a position to do so and the timeframe within which a final response should be provided
  • In exceptional circumstances, we may need more time; if we do; we will write to you to let you know when we expect to be able to provide the final response

Useful Contacts

The Credit Services Association (CSA)

2 Esh Plaza
Sir Bobby Robson Way
Great Park
Newcastle Upon Tyne
NE13 9BA

Only if your complaint is in relation to the conduct or behaviour of a specific Messenger-at-Arms or Sheriff Officer can it be referred to the following:

The Society of Messengers-at-Arms and Sheriff Officers (SMASO)

Forth House
28 Rutland Square
Edinburgh
EH1 2BW