Customer service standards

We pride ourselves on our good customer care and value our stakeholders and customers. We will ensure that your communication needs are met and that you can contact us easily in different ways.

We will offer you a choice of sending or leaving a message or of speaking to us directly. We will answer telephone calls immediately and will respond promptly to your enquiry. We will reply to emails and letters within five working days.

We will let you know if we cannot respond to you within the time we have indicated and we will keep you informed of any action we are taking on your behalf.

If you phone and we transfer you to another person we will make sure you know who you are going to speak to and why you are being transferred.

We aim to provide you with clear and relevant information that meets your needs. We will seek feedback from our customers and will take steps to improve our service wherever possible.

If you want to make a formal complaint about any area of our work, please write to or email: Steven Marwick, Director in the first instance. If we do not satisfactorily answer your complaint, or your complaint is about the Director, you should contact our Board of Trustees. Our convenor is Mary Craig. To contact us please click here.