Complaints HIV Scotland mission is to forge a positive path to overcome sexual and drug related barriers to healthy lives in Scotland for people living with HIV, PrEP users and people at risk of HIV. We positively welcome suggestions you may have for how we can improve our organisations work. We try to deal with issues informally, and usually a discussion with your usual staff member will suffice should a problem arise. However, we recognise that from time to time there may be occasions when people feel that the quality or actions of the organisation or our employees fall short of what you could reasonably expect. We also want to know about these occasions so that we can make good the problem and plan to avoid its repetition. If you have a complaint, we would like you to tell us about it. This is what you should do: 1. If you have a complaint to make, it should be made to the Chief Executive (Nathan Sparling, [email protected]) who will try to resolve the issue informally. 2. If the issue is serious, or you are not satisfied after raising it with the Chief Executive, you should make a formal complaint. 3. Your complaint should be made in writing, marked “Private & Confidential", and sent to the Chief Executive (Nathan Sparling, [email protected]) who will acknowledge it in writing (normally within 7 days of receipt). It may be more appropriate to arrange a meeting in person to lodge your complaint and this can be arranged with the Chief Executive. You can also write to Dr Nicoletta Policek, the Chair of the Board of HIV Scotland, at [email protected] If you need an interpreter or advocate to help you make your complaint, please let us know and we will arrange this through a partner organisation. 4. The Chief Executive shall - in consultation with the Chair of the Trustee Board - investigate the complaint. 5. The Chief Executive shall communicate the results of the investigation to you within a reasonable time - normally 21 days. 6. You have the right - if dissatisfied with the outcome of the complaint - to put your case in writing to the HIV Scotland Board of Trustees. 7. The decision of the Board of Trustees will be final. 8. Where appropriate, HIV Scotland will make a written apology to the complainant, and agree any further action necessary to make good the cause of the complaint. 9. All formal complaints and the response made to them will be recorded and filed in a secure place. 10. The Trustee Board shall be informed by the Chief Executive at the first available meeting of the number and nature of any formal complaints and their outcome, and consideration will be given to the implications these have for the planning and management of future services annually, as part of HIV Scotland’s self-evaluation.