Working with us day to day

We’re here to help

We recognise that despite our best endeavours, we don’t always get it right every single time and when that’s the case, we’ll fix the issue as quickly as we can. If you have a query or complaint, please contact your Case Owner in the first instance.

Your Case Owner will provide you with a unique case reference number, which you can track on My Business Stream. Most of your queries will be resolved there and then.

Add, amend and remove sites at any time 

We understand that public sector organisations need additional flexibility to manage site changes. If you make any changes to your site infrastructure and use, or if sites become vacant, it’s important you let us know as this may affect your charges. Please let us know about any changes as soon as possible.

We’ll process any changes as quickly as we can. You’ll be able to see the changes, as soon as they’ve been processed, on My Business Stream. Sometimes this involves updating the central market data so it may take a little longer. We’ll keep you updated so you know what’s happening and when. We’ll regularly validate your site data with you, to ensure accuracy and you can download a list of your sites at any time via My Business Stream.

Raising a formal complaint 

We strive to provide a quality service, however if your Case Owner can’t resolve an issue satisfactorily for you, they’ll escalate it to their Team Manager and your Account Manager, who will step in to resolve any issues on your behalf. Our Framework Manager, Debbie Malcolm, is also on hand to lend additional support.

If you’d like to contact our dedicated PSS team directly, please call 0330 123 2003.

You can ask your Case Owner or Account Manager to raise a formal complaint at any time and, within 24 hours of receipt, a dedicated Complaints Handler will contact you to gather details of the complaint. They’ll investigate your concerns, mutually, agreeing on a course of action and timescales.

Outcomes include, but are not limited to:

• resolution of any outstanding issues to enable you to return to normal service
• a full explanation of the circumstances surrounding the complaint, any action that’s been taken and an apology for any inconvenience or detriment caused
• appropriate remedial action and/or appropriate compensation, in line with our policies and guidance.

Contact the Ombudsman

It’s extremely rare that we won’t reach an amicable agreement. But, in the event that this does ever happen, we’ll let you know how to contact the Scottish Public Services Ombudsman for further advice and assistance at any time.