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AdaptScot
Policy

Complaints procedure

If something isn't right, we want to know. This is exactly what happens when you tell us.

Stage 1 — Tell us

Email hello@adaptscot.co.uk or call us. We aim to acknowledge every complaint within 2 working days and resolve it within 10 working days.

Stage 2 — Review

If you're not satisfied with the first response, ask us to escalate it. A director not previously involved will review the case and reply within 20 working days.

Stage 3 — Independent review

If we still can't agree, you can refer the complaint to one of the following depending on the nature of the work:

  • Scottish Public Services Ombudsman — for adaptations funded through the Scheme of Assistance or another council route.
  • TrustMark or the relevant trade-association dispute scheme — for installation workmanship.
  • Architects Registration Board (ARB) — where a registered architect was named on the design.
  • Information Commissioner's Office (ICO) — for data protection concerns.

What we record

Every complaint is logged with date, summary, action taken and learning point. We publish an anonymised annual summary so we can be held to a steadily improving standard.

Last reviewed: incorporation date.