Customer Care in SNH

Complaints, compliments and comments

Scottish Natural Heritage (SNH) seeks to act efficiently and to a high standard.

If you have a comment to make or a suggestion that could help us to improve, please tell your local office or usual point of contact with SNH.

Difficulties can occur from time to time which affect the delivery of services that we provide. This page explains how you can complain if:

• We have done something wrong.
• We failed to do something we said we would do.
• You were not treated courteously or efficiently by a member of our staff.

It does not cover complaints about the designation of Sites of Special Scientific Importance (SSSI) as there is a separate procedure for that.

If you have a complaint about the conduct of a member of the board of SNH, you may take it to the Standards Commission for Scotland. (Contact details below).

We record all complaints received and a summary is published every year in "Scottish Natural Heritage: Facts and Figures".

How to complain

Stage 1

You can complain in person, in writing, by e-mail, on tape or by telephone to your local office or appropriate first point of contact. (see list of Contacts by stage below)

We will either resolve your complaint immediately or investigate the matter. We will acknowledge your complaint within 5 working days and let you know who is dealing with your complaint.

When we have investigated your complaint fully we will report back to you. We aim to report our findings within 20 working days of receiving a complaint or tell you if there will be a delay.

Stage 2

If you are not satisfied with the outcome of your complaint at stage 1, you can contact the relevant Area Director. Again we will try to respond within 20 working days. (see list of Contacts by stage below)

Stage 3

If you are not satisfied with the response from the Director, you have the right to ask the Scottish Public Services Ombudsman (SPSO) to investigate your complaint. A complaint can also be made to the Ombudsman on your behalf by a representative authorised by you, such as your Member of Scottish Parliament (MSP), local councillor or any person you consider suitable to represent your interests. (see list of Contacts by stage below)

Generally the Ombudsman will only look at a complaint within 12 months of you first noticing the matter.

Contacts by stage

Stage 1
Area offices or on-line comments forms

• English version
• Gaelic version

Stage 2

Ian Jardine
Chief Executive
Scottish Natural Heritage
Great Glen House
Leachkin Road
INVERNESS
IV3 8NW

Andrew Bachell
Directory of Strategy and Communications
Scottish Natural Heritage
Battleby
Redgorton
PERTH
PH1 3EW

John Thomson
Director Operations South
Scottish Natural Heritage
Caspian House
Mariner Court
Clydebank Business Park
CLYDEBANK
G81 2NR

Susan Davies
Acting Director Operations North
Scottish Natural Heritage
Great Glen House
Leachkin Road
INVERNESS
IV3 8NW

Colin Galbraith
Director Policy & Advice
Scottish Natural Heritage
12 Hope Terrace
EDINBURGH
EH9 2AS

Andrew Thin
Chairman
Scottish Natural Heritage
Great Glen House
Leachkin Road
INVERNESS
IV3 8NW

Joe Moore
Director of Corporate Services
Scottish Natural Heritage
Great Glen House
Leachkin Road
INVERNESS
IV3 8NW

Stage 3
Scottish Public Services Ombudsman
4 Melville Street
EDINBURGH
EH3 7NS
Tel: 0800 377 7330 Fax: 0800 377 7331

Complaints about misconduct by a board member
Standards Commission for Scotland
Forsyth House
Innova Campus
ROSYTH
Fife
KY11 2UU
Tel: 01383 428061 Fax: 01383 428020