If you complain directly to the member of staff you are dealing with, it may be possible to solve the problem quickly and easily.
However, if you have a complaint which has not been resolved by speaking to the staff member, please send or email full details of your complaint to:
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Customer Service Manager
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Highlands and Islands Enterprise
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Freepost IV74
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Inverness
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IV2 7BR
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Direct-line: 01463 244502
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*Please note
HIE uses filter software to check automatically all incoming email. In order to protect its staff, HIE does not accept emails containing profanities and will automatically delete, with no response, any email that contains offensive or profane content matching references provided by an independent email security content provider.
Your complaint will then be dealt with under the following internal customer complaints procedure:
Stage one
If you complaint is regarding one of our local enterprise companies (LECs), Careers Scotland localities or HIE core, it will be passed to the appropriate LEC Area Director, Careers Scotland locality manager or HIE Director for investigation.
All formal complaints will be acknowledged within two working days. There will be a detailed investigation of your complaint and a full and considered reply will be sent to you within ten working days.
If more time is required to investigate your complaint we will contact you every week to keep you informed. If we do not uphold our own standards, we will apologise, explain reasons and the action we are taking to make sure the problem does not happen again.
Stage two
If your complaint has been investigated at Stage one of our complaints procedure and you are dissatisfied with the response, you can refer your complaint to the HIE chief executive whose response completes the formal internal complaints procedure.
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Sandy Cumming
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Chief Executive
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Highlands and Islands Enterprise
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Freepost IV74
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Inverness
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IV2 7BR
Stage three - Scottish Public Services Ombudsman
If you remain dissatisfied after invoking and exhausting the HIE network internal customer complaints procedure you have the right under the Scottish Public Services Ombudsman Act 2002 to make a complaint to the Scottish Public Services Ombudsman.
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The Scottish Public Services Ombudsman
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4 Melville Street
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Edinburgh
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EH3 7NS
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Tel: 0870 011 5378
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Fax: 0870 011 5379
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