Scottish Wrestling is committed to providing high-quality customer services.
We value complaints and use information from them to help us improve our services.
If something goes wrong or you are dissatisfied with our services, please tell us. This leaflet describes our complaints procedure and how to make a complaint. It also tells you about our service standards and what you can expect from us.
What is a complaint?
We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
What can I complain about?
You can complain about things like:
- delays in responding to your enquiries and requests
- failure to provide a service
- our standard of service
- our policy
- treatment by or attitude of a member of staff
- our failure to follow proper procedure
Your complaint may involve more than one service or be about someone working on our behalf.
What can’t I complain about?
There are some things we can’t deal with through our complaints handling procedure.
- a routine first-time request for a service
- requests for compensation
If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.
Who can complain?
Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service. .
How do I complain?
You can complain by phone, in writing, email via our complaints form.
It is easier for us to resolve complaints if you make them quickly and directly to the service concerned.
So please talk to a member of our staff at the service you are complaining about.
Then they can try to resolve any problems on the spot.
When complaining, tell us:
- your full name and address
- as much as you can about the complaint
- what has gone wrong
- how you want us to resolve the matter.
How long do I have to make a complaint?
Normally, you must make your complaint within six months of: the event you want to complain about, or finding out that you have a reason to complain, but no longer than 12 months after the event itself. In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.
Caledonia House, South Gyle
Edinburgh EH12 9DQ
Telephone: 0131 339 8785
What happens when I have complained?