Give feedback
Your feedback helps to improve Scotland’s Redress Scheme. There are different ways you can share your views:
- Phone - 0808 175 0808 (Monday to Thursday, 10am to 4pm). If calling from abroad, phone +44 131 297 6500.
- Email - redress@gov.scot.
- Post - Redress, PO Box 24209, Edinburgh EH7 9GT.
If you’ve applied to Scotland’s Redress Scheme you can also use the online form to share your experience. The form:
- has up to 13 questions
- takes about 10 minutes to complete
- does not need you to give any personal information
- answers are not linked to your application
Complaints
Scotland’s Redress scheme aims to treat people with dignity, respect and compassion. If you are unhappy with any part of the scheme or something has gone wrong, you can make a complaint.
To make a complaint, speak to your case worker. If they cannot resolve your concern, you can ask to speak to a team leader. If the team leader cannot resolve your concern, it may be escalated to the Deputy or Head of Operations.
When making a complaint, it’s useful to share:
- your full name and contact details
- what has gone wrong
- what you want to happen next
Scotland’s Redress Scheme aims to resolve stage one complaints within 5 working days. Complex issues may take longer.
If you are not satisfied with the stage one response, you can take your complaint to stage two. This means an investigating officer from outside the scheme will review your complaint.
Survivor Forum
If you apply for redress in Scotland you can join a Survivor Forum.
The forum lets you share feedback on your experience of the redress process and gives updates via:
- surveys
- in-person and online events
- information sessions
- regular newsletters
Participation in the forum is voluntary. You can decide if and when to get involved.
You can watch a 2 minute video to find out more about the forum. The video includes British Sign Language, audio and subtitles.
How to join
After applying for redress, you'll get an invitation to join the forum by post or email. It will have a registration form, link and QR code you can use to give your consent and contact details.
Invitations to join the Survivor Forum are sent out every quarter, or you can complete a registration form at any time.
Leaving the forum
You can leave the Survivor Forum at any time. To do this, contact:
- Email: survivor.forum@gov.scot
- Post: FREEPOST Survivors Forum (no stamp needed)