Complaints

Complaints procedure

We set high standards across the full range of services we offer. We aim to achieve those standards all of the time. Although seldom used, we have a procedure for dealing with complaints that ensures they are given proper attention.

Strathesk Resolutions aims to provide a responsive and timely service to all our clients, we will:

  • treat all complaints seriously and deal with them properly;
  • resolve complaints promptly; and
  • learn from complaints and take action to improve our service.

Please address all complaints to:
Malcolm Currie, Strathesk Resolutions, Strathesk House, 56 New Street, Musselburgh EH21 6JJ
Tel: 07736068787     E-mail: malcolm@strathesk.co.uk

Your complaint will then be handled in accordance with our complaints procedure.

What we will need to know

  • Your name, and details of how to contact you
  • Details of your complaint
  • What you would like to happen

What you can expect from us

We will:

  • Acknowledge the receipt of your complaint within five working days indicating when you should receive a detailed response. (Please contact us if your acknowledgement has not been received within this timescale.)
  • Investigate your complaint carefully and thoroughly.
  • Write back to you with a full reply within 14 working days (if more time is needed, this will be indicated in the acknowledgment letter).
  • Should you not be satisfied with the response, please reply indicating the reasons you remain unsatisfied and the matter will be referred to an independent colleague to be considered further. This may include a meeting with all concerned parties in an effort to reach a satisfactory conclusion.

You will not be treated any less favourably as a result of complaining about our services.

We would also encourage you to provide us with compliments and feedback if we have exceeded expectations so that we can pass this on to the person/team involved and learn from things we are doing right as well as from our mistakes.