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Complaints

We want our customers to be satisfied with every aspect of our service. If something goes wrong or we don’t deliver the level of service that we strive for, we will try to address your comments there and then.

If we are unable to offer a satisfactory resolution we would like to hear from you so we can put things right quickly and take action to prevent it from happening again.

Our Complaints Handling Procedure reflects SPT’s commitment to valuing complaints. It seeks to resolve customer dissatisfaction as close as possible to the point of service delivery and to conduct thorough, impartial and fair investigations of customer complaints so that, where appropriate, we can make evidence-based decisions on the facts of the case.

What is a complaint?

We regard a complaint as any expression of dissatisfaction by one or more members of the public about SPT’s action or lack of action, or about the standard of service provided by or on behalf of SPT.

Who can complain?

Anyone can make a complaint to us, including the representatives of someone who is dissatisfied with our service. See ‘Get help to make a complaint’ and ‘How to make a complaint’ below.

What you can complain about

You can complain about things like:

  • failure or refusal to provide a service
  • our standard of service
  • dissatisfaction with one of our policies
  • failure to follow proper procedure
  • conduct, treatment by or attitude of a member of staff.
  • Your complaint may involve more than one service or be about someone working on our behalf.

What you can’t complain about

There are some things we can’t deal with through our complaints handling procedure. These include:

  • a routine first-time request for a service, for example a request for a more frequent bus service on a subsidised local bus route
  • a first-time report of a fault
  • requests for compensation only
  • issues that are in court or have already been heard by a court or a tribunal
  • Freedom of Information or Environmental Information request decisions.
  • If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.

Timescales to complain

Normally, you must make your complaint within six months of the event.

However, if you do not find out that you have a reason to complain until later, you can lodge a complaint up to 12 months after the event itself.

In exceptional circumstances we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.

Get help to make a complaint

There may be reasons why you are unable, or reluctant, to make a complaint yourself. We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you.

You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance.

How to make a complaint

If you wish to take forward a complaint please contact us using the details below:

Write to us at:

Complaints & Enquiries
Strathclyde Partnership for Transport
131 St Vincent Street
Glasgow
G2 5JF

E-mail us at:

complaint@spt.co.uk

What happens when you complain

We will always tell you who is dealing with your complaint.

Our complaints handling procedure has two stages:

Stage 1 Frontline Resolution

We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem.

We will give you our decision at stage one, in five working days or less, unless there are exceptional circumstances.

In exceptional circumstances, a short extension of time may be necessary. If that is necessary, we will tell you the reasons for the extension, and when you can expect a response. The maximum extension that can be granted is five working days (that is, no more than ten working days in total from the date of receipt).

If we can’t resolve your complaint at this stage, we will explain why and tell you what you can do next. We might suggest that you take your complaint to stage two. You may choose to do this immediately or sometime after you get our initial decision.

Stage 2 Investigation

Stage two deals with two types of complaint: those that have not been resolved at stage one; and those that are complex and require a detailed investigation.

When using stage two we will:

  • Acknowledge receipt of your complaint within three working days. Where the points of complaint and the outcome sought are clear, we will confirm our understanding of these when acknowledging your complaint
  • We may contact you to discuss your complaint. This will happen if we need additional details from you to understand why you remain dissatisfied and what outcome you are looking for.
  • Give you a full response to the complaint as soon as possible and within 20 working days.

If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.

If you are still dissatisfied

If you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.

The SPSO’s contact details are:

SPSO
Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS.

Their freepost address is FREEPOST SPSO.

Freephone: 0800 377 7330

Online contact: www.spso.org.uk/contact-us

Website: www.spso.org.uk

Unacceptable Actions Policy

We do expect respect for our staff. Our Unacceptable Actions Guidance details standards of behaviour, which are not accepted from customers.