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Complaints Procedure

Complaints Policy & Process

The Trams to Newhaven Team views complaints as an opportunity for continual improvement, as well as a chance to review processes and practices in order to deliver a more customer focussed experience for residents, businesses and stakeholders affected by the construction works.

Definition of a complaint

A complaint is a communication of dissatisfaction about any work being carried out by the project team whether received verbally face-to-face, by phone, in writing, or email.

Trams to Newhaven Team complaints policy

  • To  have a clear and simple complaints policy available to anyone with a complaint
  • To publicise the process, so that complainants know what steps to take
  • To ensure all in connection to the project team know the actions to take on receipt of a complaint
  • To ensure all complaints are investigated in a fair and efficient way
  • To ensure all complaints are resolved in a timely manner and relationships improved where possible
  • To ensure lessons are learned to prevent future complaints arising


All complaints will be handled sensitively, and information shared only on a 'need to know' basis. All information is stored in compliance with current GDPR legislation.

Responsibility & Review

Given the complex nature of the project and the number of partners involved its delivery, complaints will be allocated to the most appropriate partner to review and respond to. There may be instances where multiple partners are required to input into any response that is issued and resolution that is required. In this instance, one partner will be nominated to coordinate the overall response. This policy is not static and will be reviewed and updated as required.

Complaints Monitoring & Lessons Learned

Complaints data will be reviewed regularly to assess any trends requiring action.

Complaints Log

All complaints received by the responsible party are to be logged as per their Complaints Log / procedure and to be reported on a monthly basis within the monthly progress report.

Complaints Process 

Stage One: Complaint received

Details recorded: Name address, phone number, email address, nature of relationship and complaint.

Stage Two: Complaint categorised

Categories: Noise, Dirt and Dust, Parking, Safety, Inconsiderate Behaviour, Road Conditions and Vehicle Movements, Environmental Concerns, Pedestrian Access Obstruction, Property Damage,Site Lighting, Working Hours, Support for Business and Other.

Stage Three: Complaint investigated

Each identified responsible party will investigate the complaint within 48 hours, and any remedial action will be logged.

Stage Four: Complaint Outcome

Each identified responsible party will send a follow-up letter or electronic email to the complainant within 48 hours of receiving the complaint, outlining the complaint details, remedial action being taken by the responsible parties and a timeline for completion.

Stage Five: Complaints Log

Each identified responsible party will update their Complaints Log providing action progress updates daily.  The Log will be  signed by a nominated Senior Project representative weekly and by the Project Director on submission of the monthly report. 

The Log is provided to City of Edinburgh Council monthly with a list of any breaches of the Code of Construction Practice occurring including the nature and duration of the breach, the action taken to mitigate the breach and steps taken to minimise the likelihood of subsequent occurrence of the breach.

Stage Five: Complaints Monitoring & Lessons Learned

Complaints data will be reviewed regularly to assess any trends requiring action and will be published monthly on the project website.