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 an informal 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 Formal 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
Informal complaints can be made either verbally or in writing. However, if you are registering a
Formal Complaint, then we ask that it is recorded in writing.  Our staff will assist you with this if necessary.  

If we receive a Formal Complaint, we will formally record it and you will receive an acknowledgement advising which service manager is investigating your complaint.  The service manager will normally contact you within 10 working days to advise of the outcome of the complaint.

Internal Appeals
If you are unhappy with the outcome following this stage, you may appeal to the Chief Executive who will review the decision of the service manager and carry out any other investigations that are needed and write to you with the review outcome. 

If you are still unhappy, you can appeal to the Board of Directors which is the final internal stage of the complaints procedure.   The Board will convene an Appeals Panel consisting of three members of Atrium’s Board and they will meet as soon as possible to review the case
and all action and decisions taken to date.  The appellant is welcome to attend this Appeals Panel meeting and if appropriate, to present their case directly. 

Scottish Public Services Ombudsman
If after the Appeals Panel has reported their findings 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.