Craigmillar Now’s Complaints Policy
Craigmillar Now aims to always provide high-quality service. Whether you think we’re doing well, or feel we need to do better, we value your opinion and want to hear from you
If you are not happy with Craigmillar Now in any way, please let us know. We welcome the opportunity to put matters right, for you and for others who might use our services in the future.
What to do
First, speak to the staff providing the service you wish to comment on. The people closest to the situation can deal with most problems quickly.
If you are unhappy with the response or feel unable to approach staff directly then email info@craigmillarnow.com or write to:
Craigmillar Now
58 Newcraighall Road,
EH15 3HS
Whatever method you choose, we will deal with the matter in the same way.
What happens next?
We will respond to you within 5 working days. We will tell you who is dealing with it and how long the investigation will take.
We aim to resolve complaints within 15 working days. Some complaints take longer to investigate. When they do, we will contact you to tell you when you can expect a response from us.
We will handle all comments and complaints sensitively. Craigmillar Now will record your complaint and follow relevant data protection requirements. We will use the information to help us improve our services.
What if I’m not satisfied with the response?
If you have made a complaint and are unhappy with the response you receive or with the way your complaint has been handled, you can appeal by writing to Craigmillar Now using the above contact methods. This may be escalated to the Chief Executive who will look at the situation and decide if further action is needed.
If you are still unhappy, you can write to the Chair of Craigmillar Now’s trustee board, who will look at the situation again and decide if further action is needed. Their contact details are chair@craigmillarnow.com
Overall responsibility for this policy and its implementation lies with the board of trustees of Craigmillar Now.