Walking isn’t only good for our physical, social and mental health. It’s also good for our communities, the environment and the economy.
We support and inspire people in Scotland to walk and wheel more.
Walk. Connect. Change your world.
The top destination for walking tips, tools and inspiration.
We wish to deliver a professional and courteous service to all our partners,colleagues and service users.
If something goes wrong or you are dissatisfied with our service, please tell us. We will workwith you to resolve it. We aim to learn from complaints and use them to review and improveour services.
You can complain about things like:
It is usually easier for us to resolve complaints if you make them quickly. If you are not sure who to complain to, use the contact details provided below and we will direct your complaint to the appropriate person.
When complaining, tell us:
It is better if you make your complaint as soon as possible but if you don’t, you must makeyour complaint within 6 months of the event that you want to complain about.
Our complaints handling procedure has 3 stages.
How to complain: Stage 1 frontline resolution
Frontline resolution aims to quickly resolve straightforward complaints that require little or noinvestigation. We aim to do this within 10 working days. Email hello@walkingscotland.org.uk or call 01786 641851. You can also write to us at Walking Scotland Kintail House, Forthside Way, Stirling FK8 1QZ.
We will aim to resolve your complaint informally within 10 working days. If for any reason weare not able to resolve your complaint within 10 working days we will contact you to discussthe options. These may include an extension to the original timescale or, should the case bemore complicated than we originally thought, undertaking a more detailed (Stage 2)investigation.
If you are not satisfied with the resolution, you can take your complaint to Stage 2 of thecomplaints procedure.
How to complain: Stage 2 investigation
Stage 2 deals with 2 types of complaint: those that have not been resolved at Stage 1 andthose that are complex in nature and require more detailed investigation.
An Investigating Officer will be appointed to look into your complaint and, if we have gotthings wrong, will recommend improvements. We will:
If the investigation is particularly complex and we need longer than 20 working days toresolve the problem, we will tell you. We will agree revised time limits with you andkeep you updated on progress.
How to complain: Stage 3 investigation
Should you remain dissatisfied, you can raise your concerns with our Chief Executive Officervia hello@walkingscotland.org.uk. The Chief Executive Officer will ensure a review of the Stage 2response and follow up as required. The output from this is the final stage of our internalcomplaints procedure.
