Complaints
We value complaints and use information from them to help us improve. If something goes wrong or you are dissatisfied, please tell us. This page describes our complaints procedure and how to make a complaint. It also tells you about how we will handle your complaint and what you can expect from us.
What is a complaint?
We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
What can I complain about?
You can complain about things like:
- a failure or refusal to provide a service
- an inadequate quality or standard of service, or an unreasonable delay in providing a service
- a dissatisfaction with one of our policies or its impact on the individual
- a failure to properly apply law, procedure or guidance when delivering services
- a failure to follow the appropriate administrative process
- conduct, treatment by or attitude of a member of staff or contractor (exceptwhere there are arrangements in place for the contractor to handle the complaint themselves)
- a disagreement with a decision, (except where there is a statutory procedure for challenging that decision, or an established appeals process followed throughout the sector)
- the processing of your personal data where you believe that processing has infringed data protection laws
What can’t I complain about?
There are some things we can’t deal with through our complaints handling
procedure. These include:
- findings or evaluations HMIE has made about an establishment, setting or service as part of inspection or review, after the inspection or review has been published. This is because, during an inspection or review, the establishment, setting or service has the opportunity to provide all of the evidence needed for the inspection team to reach its findings and evaluations.
- complaints about an establishment, setting or service
- a routine first-time request for a service
- a request for compensation only
- issues that are in court or have already been heard by a court or a tribunal (if you decide to take legal action, you should let us know as the
Read our unacceptable actions policy (PDF, 115 KB)
How to make a complaint
It is easier for us to address complaints if you make them quickly and directly to us. Please tell us:
- your full name and contact details
- as much as you can about the complaint
- what has gone wrong
- what outcome you are seeking
Phone
0131 244 4330
Post
HMIE
Complaint
Optima
58 Robertson Street
Glasgow
G2 8DU
Make sure your return address or email is clear.
Read our full complaints procedure (PDF, 468 KB)
Individual schools or services
We do not investigate complaints about individual schools, services or teachers.
Find out where to get further help.