Complaints procedure

The Green Team aims to provide high quality services at all times. Whether you think we’re doing well or feel we need to do better, we value your opinion and want to hear from you.

If you are unhappy with the Green Team in any way please let us know. We welcome the opportunity to put matters right, for you and for others who might use our services in future.

What to do

First, speak to the staff providing the service you wish to comment on. Most problems can be dealt with quickly by the people closest to the situation.

If you are unhappy with the response or feel unable to approach staff directly then email info@greenteam.org.uk or call 0131 337 7227 or write to:

The Green Team, Tynecastle High School, 2 McLeod Street, Edinburgh, EH11 2ND

Whatever method you choose, the matter will be dealt with in the same way.

What happens next?

In the case of a complaint we will respond to you within 5 working days, informing you who is dealing with it and how long the investigation will take. We aim to resolve complaints within 15 working days. However some complaints take longer to investigate and when they do, we will contact you to advise you when you can expect a response from us. All comments and complaints will be recorded by the Green Team and used to help us improve our services.

What if I’m unhappy with the response?

If you have made a complaint and are unhappy with the response you receive, you can write to The Green Team’s Chief Executive, who will look at the situation and decide if further action is needed. If you are still unhappy, you can write to the Chair of The Green Team’s Board of Directors, who will look at the situation again and decide if any further action is needed. Complaints can also be made to OSCR Office of the Scottish Charity Regulator.

You can contact the Chief Executive and the Chair at the address above.