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Our complaints policy

We are committed to providing a high-quality service. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. We aim to handle complaints in a fair, professional and on-confrontation manner. If you have a complaint, please contact us with the details within one month of the event, action or lack of action that has given rise to the complaint.

Contact should be made by email or letter the SASS manager. If the complaint is about the manager, address the correspondence to the SASS Adviser.
The initial complaint communication should contain (where appropriate): Reason for complaint, with sufficient detail to allow investigation. Names of people involved. Outcome that the complainant consider a satisfactory resolution. Your full contact details and your preferred method of written contact, if different to the method you used to contact us.

What will happen next?

  1. We will send you an email or letter acknowledging receipt of your complaint within two days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to the manager and to the relevant member of staff or persons who were acting on behalf of SASS who are subjects of the complaint
  3. If further details or supporting evidence are indicated, or if more time is required to formulate a full response, SASS will request this information in and/or describe the revised time scale in writing.
  4. A full written response will be sent within 10 working days of receipt of the compliant and any supporting evidence required completing an investigation.
  5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a review the decision.
  6. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  7. If you are dissatisfied with the outcome you can contact DSA choir (see below)

Who else can I turn to?

DSA-QAG who audit assessment centres, can advise: DSA-QAG Central Administration Unit 2nd Floor, Centrum House, 38 Queen Street Glasgow G1 3DX 0141 548 8006