Complaints & Customer Care
CUSTOMER COMPLAINTS, COMMENTS, & COMPLIMENTS
We will acknowledge all comments immediately and let you know who will further investigate any complaints or issues. We aim to resolve issues within 7 working days and will further notify you with a full response to your complaint, or a progress report if resolution within this time is unlikely. If you are unhappy with the way in which your complaint has been resolved, please write to:
Business Relationship Manager, Scotland Excel, Unit 5, Anchor Mill, 7 Thread Street, PAISLEY PA1 1JR
with the details of your complaint, unless this Officer has already been involved, in which case you should write to the Director of Scotland Excel at the same address.
If you are still not satisfied, and your complaint is about poor service, failure to provide service or an administrative failure within Scotland Excel, then you can refer your complaint to:
The Scottish Public Services Ombudsman, 4 Melville Street, EDINBURGH EH3 7NS
by telephone to 0870 011 5378, fax to 0870 011 5379 or by e-mail to enquiries@scottishombudsman.org.uk
Normally, any referral to the Ombudsman must be made within 12 months of the original complaint.
Scotland Excel cares for its customers and values the opinions we receive. We are committed to providing the highest standards in procurement excellence to all our customers and wish to ensure that this remains consistent. As part of our ongoing commitment to our customers we would like to monitor our performance in terms of satisfactorily resolving any difficulties that may arise in providing this service and also hearing from you when you receive exceptional service from either suppliers or Scotland Excel staff.
We need to know as quickly as possible when we do not meet high standards of service, and we aim to ensure that there is no repetition of any problems. We value your comments and complaints because they tell us when things are not as they should be.
We are also keen to hear your compliments when you are happy with any aspect of the service provided by either our staff at Scotland Excel or the suppliers and their service and we will share the good news!
When you contact us, with a problem we will act immediately to resolve the issue you have raised with Scotland Excel which could be about operational issues such as product quality, pricing or supplier performance, or about the services provided by staff or any administrative process of Scotland Excel. You can call in to the Scotland Excel HelpLine with your comments on 0845 606 8726, or use our feedback form which you can complete and submit to Scotland Excel.