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Complaints policy

Skills Development Scotland (SDS) is a national and locally-based organisation providing information, advice, guidance and support for skills and lifelong learning. We work with partners to help to create opportunities for individuals and employers. We strive to operate to the highest possible standards and to demonstrate maximum transparency for each and every one of our customers.

Our commitment

We take all comments seriously that we receive from customers and are committed to dealing with complaints fairly and quickly. Any concerns raised by you will be acknowledged and we will do our utmost to put things right. It is important to us that we are an organisation you can trust.

Making a complaint

Whether you are an individual or a business, we do recognise that from time to time things may go wrong and we encourage you to highlight to us any concerns that you may have.

We've got a team of people committed to delivering high quality services. Just tell us what's happened and we'll look into it for you.

You may lodge a complaint either verbally (e.g. at your local SDS Centre), online, by email or by writing to us at:

Customer Services Team
Skills Development Scotland
Alhambra House
45 Waterloo Street
Glasgow
G2 6HS

Email: SDS Complaints

What you'll need to tell us:

  • Your contact details (name, address and contact telephone number/email address)
  • What's gone wrong
  • What you want us to do to put things right.

What we'll do with your complaint:

  • We'll get it to the right person
  • We'll be in touch with you as soon as we can and let you know what will happen next
  • You have our guarantee that we'll treat your complaint fairly.

When we've dealt with your complaint, we'll go back and see what we can learn from your experience.

Please see our Complaints Policy (pdf, 241kb) for further information on our procedures and processes for handling complaints and response times.

Customer comments

Have you been pleased with the service we have provided? Please let us have your feedback and comments.

Handling complaints effectively is very important to us.  It's also very helpful to us to know when we have delivered a good quality service to our customers. Hearing about where you've really appreciated what we've done is as important to us as hearing about where things have not gone well - we can learn a lot from both.

Please tell us when and how we have delivered a good quality service.

Contact SDS with feedback.