We are committed to providing high-quality customer services. We value complaints and use information from them to help us improve our services. If something goes wrong or you are dissatisfied with our services, please tell us.
You can complain in person at any of HIE’s offices, by phone, in writing, or by email.
It is easier for us to resolve complaints if you make them quickly and directly, so please talk to a member of our staff at the service you are complaining about. Then they can try to resolve any problems on the spot.
When complaining, tell us:
Highlands and Islands Enterprise
10 Inverness Campus
tel: +44 (0) 3000 134 839
mobile: +44 (0) 7393 006990
We will always tell you who is dealing with your complaint.
Our complaints procedure has two stages:
If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
After we have fully investigated, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.
The SPSO cannot normally look at:
4 Melville Street
Freephone: 0800 377 7330
We understand that you may be unable, or reluctant, to make a complaint yourself. We accept complaints from the representative of a person who is dissatisfied with our service. We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you.
We are committed to making our service easy to use for all members of the community. In line with our statutory equalities duties, we will always ensure that reasonable adjustments are made to help customers access and use our services. If you have trouble putting your complaint in writing, or want this information in another language or format, such as large font, or Braille, tell us in person, contact us on 01463 244 403, email us at firstname.lastname@example.org
Further details on HIE’s complaints procedure can be found in the leaflet ‘Are you happy with our services’.
|01 April 2013 - 31 March 2014||21||2||0|
|01 April 2014 - 31 March 2015||18||5||2|
For both complaints which were passed to the SPSO during 2014/15, the SPSO took the decision not to consider the complaint further.