We are committed to providing a first class service to all our tenants and other customers and try to get things right first time. When reviewing our service delivery it’s helpful to know from our
customers what innovations or service we've provided that they've found beneficial or particularly liked so we’d like to hear all your views, including positive ones.

We do recognise however that there may be occasions when we make errors which could result in dissatisfaction. We would like you tell us if this happens and make us aware if you are unhappy with our services.  We can only correct what went wrong and improve what we are doing if we are aware there is a problem.  On certain occasions a chat with a member of staff may resolve the issue but if your complaint is more serious we have a formal procedure in place to allow us to deal with any complaints fairly and efficiently.

Making a Complaint
The aim of our Comments, Compliments & Complaints Policy is to provide a clear outline of how complaints will be dealt with and to ensure that all complaints are addressed in a structured manner on each occasion. The information leaflet on our Comments, Compliments & Complaints Policy as well as the Complaint Form is available to download via our website.  You can also request copies of these publications as well as a copy of the full Comments, Compliments & Complaints Policy by contacting the office.

Who Can Complain?
Complaints can be made by anyone who has received, or requested, a service from Atrium
e.g tenants, applicants for housing, or owner occupiers or other residents in our estates.  You may also ask someone such as your local Councillor or MSP to act on your behalf.

What Can you Complain About?
You can complain about any aspect of service with which you are disatisfied such as

• Failure to provide a service
• Delay in providing a service
• Poor quality service
• Staff or contractor attitudes
• Unfairness, prejudice or discrimination

How To Make a Complaint
Complaints can be made either verbally or in writing. Its important that we fully understand the nature of your complaint so even if you do make it verbally, our staff will write it down and send you a copy.  

Stage 1:
If we receive a  complaint, we will formally record it and decide how it will be handled.  If we consider we can respond quickly and to your satisfaction we will do so within 5 working days.

Stage2: 
If you remain unhappy with the outcome after Stage 1 OR we consider your complaint is complicated or requires detailed investigation we will acknowledge your complaint within 3 working days and provide the decision as soon as possible but not later than 20 working days, unless there is a clear reason for extending this timescale.

Scottish Public Services Ombudsman
If after we have responded to your complaint as set out at Stage 2 above, you are still dissatisfied, you have a right to contact the Scottish Public Services Ombudsman.

It is important to note that the Scottish Public Services Ombudsman will only consider your complaint if you have exhausted Atrium’s internal complaint procedure.  You should complain to the Ombudsman within 12 months of the first complaint.   Should the Ombudsman take up your complaint Atrium will co-operate fully with their investigation and provide access to all relevant files and paperwork.  More information regarding the Scottish Public Services Ombudsman is available via their website at www.spso.org.uk.  You may also contact them at 4 Melville Street, Edinburgh, EH3 7NS – telephone 0800 377 7330.