In all our work, we aim to maintain excellent standards at all times.
Standards you can expect when engaging with the Inquiry
- treat all who engage with the Inquiry courteously and with respect;
- maintain confidentiality;
- respond to phone calls, emails and letters promptly;
- provide clear information about the work of the Inquiry, what we can and cannot do, and how you can engage with us; and
- ensure Inquiry colleagues have the skills to do their jobs effectively, and in a trauma-informed way.
We will always take complaints seriously and if our performance is found to have fallen short of those standards, we will try to put things right.
Please note, observations about the way in which a decision has been made, or disagreement with a decision, are not complaints within the scope of this policy.
Making a complaint
Please send your complaint in writing to:
Freepost SCOTTISH COVID-19 INQUIRY
By email: firstname.lastname@example.org
When making a complaint, please:
- provide your name and either a postal or email address through which we can contact you – please note, we cannot respond to anonymous complaints;
- explain your complaint as clearly as you can; and
- provide the details of what you are complaining about, including any dates, particular events and, if known, the names of any Inquiry colleagues who were involved.
If you do not provide the above information, we may not be able to respond to your complaint and may decide to take no further action.
How we will deal with your complaint
- acknowledge your complaint within three working days of receipt;
- explore with you whether your complaint can be resolved without further investigation;
- if investigation is required, properly and appropriately investigate your complaint; and
- aim to provide you with a written response following such investigation, within 10 working days.
If that deadline cannot be met, we will send you an explanation and inform you of when you can expect a full response.
At Stage 1, your complaint will be dealt with by a senior manager. If you are not happy with the response you receive, please write back to us using either the Freepost or email address above and we will escalate your complaint to Stage 2.
If your complaint reaches Stage 2, it will be considered and responded to by the Inquiry’s Chief Executive. If, following this response, you still feel your complaint has not been dealt with adequately, please let us know in writing using the Freepost or email address above and we will escalate your complaint to Stage 3.
Lord Brailsford, Chair to the Inquiry, will consider complaints that reach Stage 3. His decision is final and there will be no further opportunity for review.