How to make a complaint

We value complaints, they help us to improve our service. If things don’t go right, we encourage you to complain. You can complain about things like:

• Delays in responding to your enquiries and requests
• Failure to provide a service or our standard of service
• Treatment or attitude of a member of staff or contractor
• Failure to follow proper procedure, this also includes how your personal data is handled.

What happens when I make a complaint? 

Once we’ve received your complaint we aim to reply within 5 working days. If you’re not happy with our reply, you can ask us to look at it again. This means we will carry out a detailed investigation into your complaint and have 20 working days to do so.

If you are still dissatisfied with our response or the way we handled your complaint, you can contact the Scottish Public Service Ombudsman (SPSO) online or call them on 0800 377 7330.

For more information have a look at our Complaints handling booklet or our full Complaints policy. These are also available in paper copy from our office. 

If you wish to raise a complaint, complete the form below, call us on 0141 944 3860, email admin@cernachha.co.uk or come and see us in the office.