Complaints Procedure
At Aimera we treat any complaint we receive seriously and confidentially. We guarantee your complaint will be handled in a courteous, prompt and transparent manner.
Our complaints procedure has two stages:
Stage One: 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 circumstances are such that this is not possible and require further investigation. We may contact you within the 5 working days if we need further information.
If we can't resolve your complaint at this stage, we'll 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 Two: Investigation
Stage Two deals with two types of complaint: those that have not been resolved at Stage One and those that are complex and need detailed investigation.
When using Stage Two we will:
- acknowledge receipt of your complaint within three working days
- discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for, and
- 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'll agree revised time limits with you and keep you updated on progress.
How do I complain?
You can complain by emailing us at customercomplaints@aimera.co.uk or by telephone on 0141 354 7664. When complaining please tell us your full name, address and as much as you can about the complaint.
What if I’m still not satisfied?
When we have fully investigated, if you are still not satisfied 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 can't normally look at:
- a complaint that has not completed our complaints procedure (so please make sure it has done so before contacting the SPSO)
- events that happened, or that you became aware of, more than a year ago, or
- a matter that has been or is being considered in court.
You can contact the SPSO using the following:
phone: FREEPHONE 0800 377 7330
web: www.spso.org.uk
web contact: www.spso.org.uk/contact-us
write to: SPSO, 4 Melville Street, Edinburgh, EH3 7NS
