Customer Service Standards

The Office of the Scottish Charity Regulator (OSCR) is a non-Ministerial Department, independent from Scottish Ministers and forms part of the Scottish Administration.

We believe our values are critical to our service delivery and underpin our Service Standards. We have formulated our values drawing on the principles of regulation developed by the Better Regulation Task Force. We are:

Independent: we will maintain our operational independence, acting without fear or favour, in the public interest.

Proportionate: our actions, procedures and culture will be proportionate to the burden of regulation on charities of different sizes, to the degree of risk involved and to the potential impact.

Accountable: we will be proactive in accounting to all our stakeholders, which will include involving others on a continuous and appropriate basis.

Transparent: we will adopt a Freedom of Information culture from the outset.

Consistent: we will act consistently in our decision making and will also aim to act as an exemplar, observing best practice.

Fair: we will exercise our powers and discretion in a way which is consistent, impartial and even-handed.

Customer feedback

Customer feedback, comments and suggestions on the quality of our work and service delivery are welcome and are used to assess and review the effectiveness of our current procedures and processes for dealing with our customers.

How to make a complaint or comment about OSCR

If you wish to complain or comment on any aspect of the service you have received from us please complete the comments form contained within our Service Standards document or write with full details to:

Judith Hayhow

Head of Corporate Services

2nd Floor

Quadrant House

9 Riverside Drive

Dundee

DD1 4NY

info@oscr.org.uk

We will acknowledge and respond to your complaint within 15 working days of receipt of your correspondence. If you are dissatisfied with our response you can write to OSCR's Chief Executive requesting a review.

If you remain dissatisfied you can ask the Scottish Public Services Ombudsman (SPSO) to consider your complaint. Their contact details are:

The Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS

Telephone: 0800 377 7330

Complaining about a charity

If you wish to make a complaint about a charity please read our How to complain about a charity page.

Complaint statistics

Our Performance indicators page provides statistical information on the number of complaints we receive, and basic monthly data about the sector.

Unacceptable Actions Policy

Our Unacceptable Actions Policy sets out how we will manage the relatively few complainants whose actions or behaviour we consider unacceptable.

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