Complaints Policy

Complaints Policy

Bank of Scotland’s Foundation’s policy is to welcome all complaints, to investigate them fully and resolve them wherever possible.

What is a complaint?

A complaint is an expression of dissatisfaction, whether justified or not, about Bank of Scotland Foundation’s policies or actions.  

Why we have a complaints procedure

Complaints, if handled properly, can lead to better working relationships. To help achieve this, our complaints procedure lets people know that they can complain; that we will consider their concerns fairly and objectively; and that, where possible, we will resolve them.

How does the Bank of Scotland Foundation handle complaints?

We will do our best to resolve any complaints or concerns informally, reasonably and as quickly as possible. In the first instance, please contact our Chief Executive by letter/e-mail:

Chief Executive of Bank of Scotland Foundation

The Mound

Edinburgh 

EH1 1YZ 

Tel: 0131 655 2599

E-mail: enquiries@bankofscotlandfoundation.co.uk 

Timetable

We will endeavour to acknowledge your complaint within a week.  The acknowledgement should say who is dealing with the complaint and when you can expect to receive a reply.  We will use our best endeavours to issue you with a definitive response within one month.  If this is not possible, a progress report will be sent with an indication of when you can expect a full response.  

If you feel that the problem has not been satisfactorily resolved, then you may address your complaint to the Office of the Scottish Charity Regulator (http://www.oscr.org.uk/).