Complaint Handling Procedure

Definition of a complaint

An expression of dissatisfaction in connection with the provision of our services, professional codes of conduct, and commitment to ethical services

How we will deal with your complaint

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

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

How you can raise a complaint

  • by emailing
  • by writing to our Complaints Manager at Scott & Co (Scotland) LLP, 50 Lothian Road, Festival Square, Edinburgh, EH3 9WJ
  • by telephoning 0333 320 6871

To help us manage your case efficiently, please provide as much relevant information as possible. This should include your Account No, name, address, telephone number and full details surrounding the reason for your complaint

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 3 working days, we will either respond to your complaint or provide a written acknowledgement
  • conduct a thorough investigation into the issues raised and instigate appropriate remedial action
  • within 14 working days, we will issue a final response, explaining the outcome of our investigation
  • give you the opportunity to refer your case to our Senior Management Team, should you remain dissatisfied with our response
  • in exceptional circumstances, we may need more time, we will write to you to let you know when we expect to be able to provide our response

Useful contacts

We are a member of the following trade body and comply with their Code of Practice:

Credit Service Association (CSA)
2 Esh Plaza
Sir Bobby Robson Way
Great Park
Newcastle Upon Tyne
NE13 9BA

If your complaint relates to the behaviour of an individual Messenger-at-Arms or Sheriff Officer, it can be referred to:

The Society of Messengers-at-Arms and Sheriff Officers (SMASO)
Forth House
28 Rutland Square