Our complaints policy

Skateboard Scotland is committed to providing a high-quality service to all our members and to anyone who makes a specific inquiry. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact Skateboard Scotland Chairperson Ali Menzies at ali@skateboardscotland.com with the details. Only complaints made in writing, to include name, address and the signatures of those making the complaints, will be accepted for further investigation. This does not apply to complaints involving any issue of a child or vulnerable adult protection nature.

What will happen next?

  1. We will then investigate your complaint. This will normally involve reviewing your complaint and investigating the issues that are raised.
  2. The Chairperson will then arrange for the appropriate Skateboard Scotland officer to contact you to discuss and hopefully resolve your complaint. This will be within 14 days of making your complaint.
  3. Should you be unable to resolve the complaint at this point, we will contact you to arrange a convenient time to meet you in person to discuss your complaint further.
  4. Within seven days of the meeting, the Chairperson will write to you to confirm discussions that took place during the meeting and any solutions agreed with you.
  5. If you do not want a meeting or it is not possible, a detailed written reply to your complaint will be sent, including suggestions for resolving the matter, within 28 days of making your complaint.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the Skateboard Scotland Chairperson to independently review the decision.
  7. Skateboard Scotland will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If we have to change any of the timescales above, we will let you know and explain why.