We take seriously all concerns and complaints that we receive. The member of staff you are dealing with will often be the best person to address the concern quickly and easily, so please speak to them in the first instance. Naturally, you may sometimes prefer to deal with a different member of staff. Either way, we will always try to resolve concerns at this first point of contact. If the issue cannot be resolved immediately, we aim to take no longer than five working days. If more time is needed, we will contact you to apologise and explain.
Complaints procedure
If you need to complain, we have a simple and easy to use procedure. You can put a complaint to us in writing or by phone using the contact information below.
Business Improvement
Highlands and Islands Enterprise
Freepost IV74
INVERNESS
e: customer.service@hient.co.uk
t: 01463 244 403
An internal investigation of the complaint will be carried out on behalf of the HIE Chief Executive or a HIE director. If the complaint is about the Chief Executive, it will be investigated by the Chairman. All complaints will be acknowledged within three working days.
A full and considered reply will normally be sent to you within 20 working days. If we need more time, we will contact you and explain. If we have not upheld our standards, we will apologise, explain and state the action we are taking to make sure the problem does not happen again.
Scottish Public Services Ombudsman
If you remain dissatisfied after a complaint has been investigated by HIE, you have the right under the Scottish Public Services Ombudsman Act 2002 to complain to the Scottish Public Services Ombudsman. Please note there is a 12-month time limit for submission of complaints to the Scottish Public Services Ombudsman.
The Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS
t: 0800 377 7330
www.spso.org.uk
