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Making a complaint

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

  • 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 aim to respond in full to all stage 1 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 dealt with by a manager who can make decisions and agree on actions relating to your complaint. If your complaint is about a manager, a different or more senior manager will handle your complaint.

Second stage of the complaints process

If you're not satisfied with the response to your initial complaint, you can appeal. One of our assistant directors will be assigned to review, or appoint someone appropriate to review, the outcome of the investigation and response 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.

Fundraising complaints

There is a different process for making complaints about fundraising.

Find out more about fundraising complaints