Complaints procedure

Last updated Jan 14, 2022

Scottish Attachment In Action (SAIA), SCIO SC045708 is committed to maintaining high standards across all aspects of our work.

The work we do, and the income generating activities undertaken to raise funds to support that work, mean our resources are accessed by hundreds of people every year engaging with SAIA.

Our range of charitable activities is managed by a small Development Team with support from our Chair, Board of Trustees and volunteers. Because of the scale of our activities, we recognise that, despite our best efforts and processes, there is always the possibility that we may, on occasion, fail to meet the high standards that we set for all our activities.

What information do we collect?

How to Raise a Concern / Make a Complaint

You can raise a concern or complain in person, by phone, by email, or in writing. It is easier for us to resolve concerns /complaints if you make them as quickly as practical. Any concern / complaint can only be addressed if we are notified within 6 months of the incident. When raising a concern /making a complaint, please direct this to the Chair of SAIA.

• your full name and address
• as much as you can about the complaint
• what has gone wrong
• how you want us to resolve the matter.

We will take anonymous concerns / complaints seriously, but these are more difficult to address properly, and anonymity means that we may not be able to respond. However, all complaints will be treated sensitively and confidentially and you will be kept informed of how your information and complaint is being handled.

If the concern / complaint is about the Chair of SAIA, this should be directed to the Vice-Chair of SAIA.

People who contact us via social media

Our Development Team use Social Media platform apps to manage our social media interactions. If you send us a private message via social media the message will be stored for three months. It will not be shared with any other organisations. Any public posts made will not be removed by our Development Team unless they are deemed inappropriate.

What do we treat as a complaint?

We regard a complaint as any concern about our action or lack of action, about the actions or behaviours of members of our Board of Trustees and those acting on our behalf, or about the standard of service provided by us or on our behalf. Examples of which include:

  • Significant delays in responding to your queries and requests

  • Our standard of service

  • Behaviour or attitude toward those we are working for, or with, that does not fit with our values

  • Our failure to follow proper procedure

Your concern /complaint may be about SAIA as a body, or an individual.

How we will handle a concern /complaint

  • We will record your concern / complaint, and advise you how it will be handled.

  • The Chair will look into the concern / complaint or ask an SAIA trustee to investigate

  • We will not divulge the name of the complainant during any investigation unless we are specifically given permission to do so.

  • You will be informed of the outcome of your complaint, and where lessons can be learned, the action to resolve the matter

  • We’ll take steps to avoid a repeat occurrence.

  • At all times we will treat you with understanding and respect.

  • All we ask is that you do the same for our staff.


Confidential information in relation to your complaint will be handled sensitively. We will hold your information for up to 3 months after the resolution of the matter.

How to contact us

You can email us at: info@saia.org.uk
You can leave a message at: 0779 401 4350
You can also write to us at: Scottish Attachment in Action, Suite 1, 213 Sandy Road, Renfrew PA4 0JY

Complaint Response Times

We would appreciate your understanding that, with limited resources, we cannot always respond to your concern / complaint immediately, although we will whenever we can.

You will receive an initial acknowledgement and/or response within ten working days of receipt of your complaint. We expect to resolve most matters in that time and provide a written response.

Where more time is required, we aim to provide a full response within 20 working days of the receipt of your concern /complaint. If there are exceptional circumstances, where that is not possible, you will be advised of that position and new timescale, within those 20 working days.

Future Policy

We may need to update or modify this Complaints Procedure at any time, and modifications are effective upon being posted on the SAIA website. You are responsible for reviewing this privacy statement periodically to ensure that you are aware of any changes to it.

Where more time is required, we aim to provide a full response within 20 working days of the receipt of your concern /complaint. If there are exceptional circumstances, where that is not possible, you will be advised of that position and new timescale, within those 20 working days.

Send us a message.

This website uses cookies to ensure you get the best experience on our website. For further information please read our Privacy Policy.

Skip to content