Customer care standards

What you can expect

Customer care is very important to us, and we work to the following standards.

by calling us

We will

  • answer the phone within five rings
  • help you with your query on the spot if we can
  • return your call within one working day if needed.

by emailing or writing to us

We will

  • ensure our response is clear and easy to understand
  • translate information into large print or Braille if needed
  • respond to you within 10 working days or tell you if we need longer.

by visiting us

We will

  • provide induction hearing loops
  • give you information that meets your needs
  • see you within five minutes of your appointment time
  • have friendly public offices, with clean and tidy waiting areas and private rooms
  • try to see you the same day if you do not have an appointment or offer one in the next five working days.

by making a complaint

We will

  • try to resolve it on the spot
  • respond to you within five working days if we can't resolve it straight away
  • review your complaint if you are not satisfied, and give you a final response within 20 working days.

If you wish to make a comment or complaint, please visit our complaints and comments page.

Customer care

Address: Waverley Court,
4 East Market Street,

Telephone: 0131 200 2300