As an organisation we wish to provide a high level of service. There may be occasions when you feel that we have fallen below this expected standard. This procedure is designed to help us to respond to any shortcomings and inform us on how we may continue to improve our service in the future.
How to raise a concern/complaint
If you are unhappy with the way in which we have dealt with you in our day-to-day dealings:
Stage 1
- General concerns should be raised with your Customer Account Manager, who will carry out an initial investigation and ascertain if they can help resolve the matter.
- To raise a concern regarding a helpdesk case, we would ask that you request the following within the comments area of your case: ‘I wish to complain and would ask that this be escalated to the Helpdesk Manager’.
- If you do not have a Customer Account Manager please direct your concern/complaint to letters@seemis.scot.
We will aim to resolve your concern within five working days. If you are not satisfied with our response, you can take your concern to a Stage 2 complaint.
Stage 2
Please send an email setting out what has gone wrong and what you would like us to investigate to assist us in improving our service.
To help us investigate your complaint please provide:
- details of who dealt with your concern/complaint at stage 1 and the complaint number issued to you at stage 1
- full details of what has caused you to make this complaint
- how you would like us to resolve your complaint
- your full name
- your Local Authority and post title if relevant
- your address and post code if not a Local Authority employee
- your email contact details
Please use the title as ‘Complaint’ in your mail and send it
- by email: letters@seemis.gov.scot
- by post: SEEMiS Group LLP, Floor 14, Council Officers, Almada Street, Hamilton, ML3 0AA
We will acknowledge your complaint within three business days and aim to resolve it within 20 business days.
Stage 3
If you are still not satisfied with our response, you should email or write, including a copy of your Stage 2 complaint and our response, stating why you are not satisfied.
Your complaint will be escalated to the Chief Executive.
We will acknowledge your complaint within three business days and the Chief Executive will aim to respond within 20 business days.
Please note:
- if you wish to remain anonymous, we cannot deal with your complaint
- if we do not receive any further communication within 1 week of our response, we will assume the complaint is closed
Data protection
When you make a complaint, we will log your name, contact information and details about your complaint. Information will only be collected and stored for the purpose of dealing with your complaint and improving our services. Your information will be treated confidentially.