Complaints handling

What is a complaint and how do I complain?

Complaints

At UHI Argyll, we want you to have an excellent experience.

We take complaints very seriously and aim to resolve them as quickly as possible.

We ensure that we learn from complaints and that they are used to help us improve our services and the quality of your experience.

What is a complaint?

UHI Argyll’s definition of a complaint is:

‘An expression of dissatisfaction by one or more individuals about the standard of service, action or lack of action by or on behalf of UHI Argyll’

Who can make a complaint?

Anyone who receives, requests or is affected by our services can make a complaint.

How do I make a complaint?

There are a number of ways you can make a complaint in person:

• by email
• by telephone
• to any member of staff

If your complaint can be easily resolved, for instance, an ‘on the spot’ apology, explanation or other action, any member of staff can record your complaint and deal with it at frontline (within 5 working days). In some instances, they may have to refer your complaint to another member of staff who can resolve it for you.

Not all complaints can be resolved quickly and at frontline. For issues that are more complex or serious, a more thorough investigation is required. We aim to investigate and provide an outcome to these complaints within 20 working days. If we need to take any longer than this we will always keep you informed.

Complaint Form