Welcome to Chest Heart & Stroke Scotland's complaints portal
Concerns and complaints
We expect to deliver the highest quality of service possible across all our activities. However, in the interactions between the charity and the people we serve or the people who support us, there will inevitably be occasions when we will fail to meet our own expectations or those of the people who we interact with.
We aim to put people, their views and experiences at the centre of how we deliver our activities which means proactively addressing any comments or concerns that you may have.
Complaints are taken seriously and will be responded to in a timely, fair an consistent manner.
This portal lets you submit a concern or complaint. Please read our External Complaints Policy for more information.
How to submit a complaint
It is important to the charity that we hear from you about any concerns you have. In raising a concern, we will treat it positively and constructively to reflect on where we can improve.
It is also important to us that when something is serious and you do want to formally record an expression of dissatisfaction about our action or lack of action, or about the standard of service provided by or on behalf of CHSS, you feel able to do that and that we will listen.
Informal complaints
Most complaints or concerns can be resolved quickly and informally through discussion with us.
If you have an engagement with the organisation, you should contact the person you normally speak to. If your concern relates to a store, please ask to speak to the store manager. If it relates to one of our services, please request to speak to a supervisor. They will discuss your complaint or concern, establish your desired outcomes from the process (including whether these are practicable), make discrete investigations and attempt to resolve the matter speedily and fairly with you.
If this does not resolve the issue, you should follow the formal procedure.
Formal complaints
You can submit a formal complaint in the following formats:
- By using this portal - please click on the 'Make Complaint' button at the top of this page.
- In person or by letter - Hobart House, 80 Hanover Street, Edinburgh, EH2 1EL; for a letter, please mark it for the attention of Eleanor Rooke, Director of Finance and Corporate Services.
- By phone on 0131 225 6963.
- By email to [email protected].
We aim to acknowledge all complaints within five working days and to provide a full response within 20 working days. If we expect that our investigation may take longer, we will make sure to contact you about this.