How do I complain?

How do I complain?

You can complain in person at our office or in writing:

1 Pennyburn Road
Kilwinning
KA13 6SA

By phone: 0300 200 2600

By email: aib@aib.gov.uk

It is easier for us to resolve complaints if you make them quickly and directly to the AiB officer or team concerned.  Please talk to a member of our staff regarding what you are complaining about.  They can try to resolve any problems on the spot.

When complaining, tell us:

  • your full name and address
  • ​your AiB refernce number - if you have one
  • as much as you can about the complaint
  • what has gone wrong
  • how you want us to resolve the matter

Detailed information about the complaints process and timescales can be found in the AiB complaints handling process.


How long do I have to make a complaint?

Normally, you must make your complaint within one year of:
  • the event you want to complain about, or
  • finding out that you have a reason to complain, but no longer than 12 months after the event itself
 
In exceptional circumstances, we may be able to accept a complaint after this time limit.  If you feel that the time restriction limit should not apply to your complaint, please tell us why.

What happens when I have complained?

We will always tell you who is dealing with your complaint.
 
If the complaint concerns the actions of a provider (agent) who is undertaking work on behalf of AiB, they will respond to your complaint.
 
We can deal with your complaint in two ways:
 

1.  frontline resolution

We aim to resolve complaints quickly and whenever possible within the team that provided the service you are complaining about.
This can be by an on-the-spot apology and explanation, if something has clearly gone wrong and immediate action has been taken to resolve the issue.
 
We will give you our frontline resolution decision within five working days or less, unless there are exceptional circumstances.
 

2.  investigation

If a complaint is complex, or cannot be satisfactorily dealt with by frontline resolution, we, or our provider, will investigate your complaint.
 
Receipt of your complaint will be acknowledged within five working days.
 
We may, if deemed appropriate
discuss your complaint with you to understand why you are unhappy and what outcome you are looking for,
  • request additional information from you and/or a third party, and
  • give you a full response to the complaint within 20 working days of its receipt.
If the investigation may take longer than 20 working days, for whatever reason, you will be notified of this and told why there will be a delay and another expected completion date will be set.
 

What if I’m not satisfied with the response I receive to my complaint?

If you are not satisfied with the way we, or our provider, have dealt with, or responded to, your complaint, by frontline investigation or full investigation, you can ask for a review of how your complaint was dealt with.
 
To request a review, you should write again to AiB, within 21 days of receiving our response to your initial complaint, heading your letter- ‘Complaint review’, and explain why you believe we have not dealt satisfactorily with your complaint.  A review may not be completed if you have not explained why you are unhappy
with the original response given.
 
A review request will be acknowledged within five working days and will be completed by a member of AiB staff who was not involved in your original complaint action.
 
The review reply should be issued within 20 working days, but if there is to be adelay in replying, for whatever reason, we will notify you of this, tell you why there will be a delay and set another expected completion date.
 
Once the review decision has been sent to you, this is the end of the action AiB will take regarding your complaint.
 

What if I am still not satisfied with how AiB has dealt with my complaint?

After we have investigated your complaint on review, if you are still not satisfied with our response, or with the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to consider your complaint.
 
The SPSO may not consider:
  • a complaint that has not gone through our full complaints process;
  • events that happened, or that you became aware of, more than a year ago;
  • a matter that has been or is being, considered in court;
  • a complaint regarding a data protection or freedom of information matter, or 
  • a complaint for which there is another process by which you can complain – e.g. a decision by a trustee which can be appealed to a sheriff.
The SPSO will decide if they will investigate your complaint and notify you of their decision.
 
You can contact the SPSO:
 
By post to - Freepost SPSO (this is all you need to write on the envelope, and you don't need to use a stamp)
In person at:

SPSO
​Bridgeside House​
​99 McDonald Road
​Edinburgh

EH7 4NS
​Opening hours: Monday, Wednesday, Thursday, Friday 9am-5pm, Tuesday 10am-5pm.

By phone on - SPSO freephone: 0800 377 7330
SPSO website: www.spso.org.uk
You can fil in an SPSO complaints form online at www.spso.org.uk/complain/form