We take all complaints seriously and we'll try our best to help you with any complaint you have.
How to make a complaint
You can make a complaint by:
emailing shelterscot@shelter.org.uk
writing to Central Support Manager, Shelter Scotland, 6 South Charlotte Street, Edinburgh, EH2 4AW
messaging us on X (formerly Twitter)
Please tell us:
your full name and address
a contact telephone number or email address
full details of your complaint
which part of Shelter Scotland your complaint is about
Any of our staff or volunteers can also take your complaint. You can ask to speak to a manager and we'll arrange for one to contact you as soon as possible.
Who can make a complaint
Anyone can complain about any Shelter Scotland issue or situation. For example:
people who use our shops or services directly
staff of agencies that seek advice
third parties such as council officers or landlords
people in response to a policy initiative or campaign
people in response to fundraising or social media activity
What happens next
After we receive your complaint, we'll tell you:
we’ve received your complaint
what will happen next
who’ll deal with the complaint and their contact details
We try to acknowledge that we’ve received your complaint within 3 working days.
First stage of the complaints process
We'll aim to resolve your complaint in our first reply to you.
Your complaint will be dealt with by a manager who can make decisions and agree on actions relating to your complaint.
If your complaint is about a manager, then a different or more senior manager will handle your complaint.
Second stage of the complaints process
If we cannot resolve your complaint, you can ask for it to be investigated further. This is stage 2 of the process. We aim to respond in full to all stage 2 complaints within 15 working days. If this is not possible, we'll give you an update and try to agree on a revised timescale.
Your complaint will be investigated by a relevant senior manager who was not involved in dealing with your original complaint.
Final stage of the complaints process
You can appeal if you're not satisfied with our response. One of our Assistant Directors will review the investigation and respond to your complaint. An appeal is the final stage of Shelter Scotland’s complaints process.
Contacting regulatory bodies
If you remain dissatisfied, you can contact the appropriate regulatory body, for example the Scottish Charity Regulator. We'll provide details of the correct organisation to contact.
