Thumbnail

Customer care

Scottish Natural Heritage is committed to providing high-quality customer services, and we use feedback to help us to improve.

SNH is committed to high quality customer care. If you feel we’ve fallen short, we’d like to hear from you so that we can do better next time. You can complain about an issue in person, by phone, post or email, or using the online enquiries service. We try to sort out all straightforward issues within 5 working days, but may need longer to investigate.

Complaints procedure

If something goes wrong or you are not satisfied with our services, please tell us.

Here we describe our complaints procedure and tell you how to make a complaint. We tell you about our complaints service standards and what you can expect from us.

At Scottish Natural Heritage we value complaints, and use information from them to help us improve our delivery of high-quality services.

What is a complaint?

An expression of dissatisfaction by one or more members of the public about Scottish Natural Heritage's action or lack of action, or about the standard of service provided by or on behalf of Scottish Natural Heritage.

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 cannot deal with through our complaints handling procedure. These include:

  • A routine first-time request for a service
  • Requests for compensation
  • Things that are covered by a right of appeal.

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 in person at any of our offices, by phone, in writing, by email, or by using our online enquiries form.
It is easier for us to resolve complaints if you make them quickly and directly. So please talk to a member of our staff as soon as possible. They can try to resolve any problems on the spot.

When complaining, tell us:

  • Your full name and address
  • Your telephone number and/or email address and how you would like to be contacted
  • As much as you can about 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.

What happens when I have complained?

We will always tell you who is dealing with your complaint.

Our complaints procedure has two stages:

Stage 1 — frontline resolution

We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.

We will give you our decision at Stage 1 in 5 working days or less, unless there are exceptional circumstances.

If we can't resolve your complaint at this stage, we will explain why and tell you what you can do next. We might suggest that you take your complaint to Stage 2. You may choose to do this immediately or sometime after you get our initial decision.

Stage 2 — investigation

Stage 2 deals with 2 types of complaint: those that have not been resolved at Stage 1 and those that are complex and require detailed investigation.

When using Stage 2 we will:

  • Acknowledge receipt of your complaint within 3 working days
  • Where appropriate, discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for
  • Give you a full response to the complaint as soon as possible and within 20 working days.
  • If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.

What if I am still dissatisfied?

After we have fully investigated, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.

The Ombudsman cannot normally look at:

  • A complaint that has not completed our complaints procedure (so please make sure it has done so before contacting the Ombudsman)
  • Events that happened, or that you became aware of, more than a year ago
  • A matter that has been or is being considered in court.

Getting help to make your complaint

We understand that you may be unable, or reluctant, to make a complaint yourself. We accept complaints from the representative of a person who is dissatisfied with our service. We can take complaints from a friend or relative if you have given them your consent to complain for you.

Complaints about board or committee members

If you have a complaint about the conduct of a board or committee member of Scottish Natural Heritage, you may take it to the:

Commissioner for Ethnical Standards in Public Life in Scotland
39 Drumsheugh Gardens,
EDINBURGH,
EH3 7SW
Tel: 0300 011 0550
Email: investigations@ethicalstandards.org.uk

Contact us

Customer Relations
Scottish Natural Heritage
Email: snh_customer_relations@snh.gov.uk

Find out more

Comments, compliments and complaints

Complaints Handling Procedure – A Guide for Customers

Statement on unacceptable behaviour