The Scottish National Investment Bank has been established to work for the people of Scotland and has set high standards of service and conduct. However, there may be times when you may want to complain about an aspect of the Bank's work. The Bank takes all complaints seriously and will do its best to resolve them satisfactorily as quickly as it can.
The Bank's Complaints Procedure
You can make your complaint in person, by email or in writing. We'll always try to deal with your complaint quickly but if it's clear the matter will need a detailed investigation, we'll tell you and keep you updated on our progress.
What is a complaint?
The Bank defines a complaint as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person. The Bank has identified the following categories of complaints:
- service (including FCA-regulated financial services business) related issues
- timely processing issues
- marketing related issues
- treatment by, or the attitude of, a member of Bank staff
- subsidy controls/State Aid related (‘crowding-out’) complaints
- confidentiality and privacy related issues
Your complaint may involve more than one category or be about someone working on our behalf.
What's not covered under our complaints handling procedure?
There are some things that won’t be dealt with through our complaints handling procedure, including:
- certain types of expressions of dissatisfaction or criticism directed towards the Bank regarding its mission impact investments in accordance with its Business Plan, Investment Strategy and Ethical Investment Policy;
- communications received from unsuccessful applicants (or from their representatives or advisers) expressing their disappointment at being declined capital investment – due to the Bank’s commercial investment criteria;
- communications received from 3rd parties concerning investments which the Bank has made (i.e. querying the mission-alignment or questioning the business case or rationale for the investment); or
- an attempt to reopen a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision.
Who can complain?
Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service.
How to lodge a complaint
You can complain in person at our offices, in writing or by email.
When complaining, please tell us:
- Your full name and address
- As much as you can about the complaint
- What has gone wrong
- How you would like us to resolve the matter for you
The Scottish National Investment Bank
1-North Waverley Gate
2-4 Waterloo Place
What happens when you complain?
- your complaint will be acknowledged in writing within 48 hours of receipt.
- the acknowledgement communication will provide information about the initiation of the investigation and the next steps which you can expect, including the timescales involved.
- if the matter of the complaint can be investigated and resolved quickly then the acknowledgement communication will also comprise the formal response and resolution of the complaint.
- the Bank will undertake a thorough and transparent investigation into the complaint and decide whether the complaint should be upheld or rejected.
- if the complaint raises serious issues or concerns, including any accusation of unethical, inappropriate or illegal activity by the Bank, the complaint will also be raised with a member of the Bank’s Executive Committee.
Resolving and responding:
- once a determination of the outcome of the complaint has been made (whether to uphold or reject) this will be communicated to you.
- if the complaint is to be upheld then the response will set out any proposed remedial action or redress and how this will be settled.
What if you're still not satisfied?
After we've fully investigated, if you're still dissatisfied with our decision or the way we dealt with your complaint, you can appeal the decision:
- your appeal will be acknowledged in writing within 48 hours of receipt by the Head of Compliance.
- the Head of Compliance will promptly undertake an investigation into the original complaint and the manner in which it was initially investigated and a determination made.
- the Head of Compliance will make a determination about whether to reject of uphold the appeal and will communicate this determination in writing to you.
What are the timescales of the complaints procedure?
In order to ensure the prompt and efficient addressing of any complaints received by the Bank, the following timescales will be observed:
Initial acknowledgement (including resolution response, where possible)
Within 48 hours of receipt of complaint
Final response letter (simple complaint cases) or notification that Bank requires longer to investigate (complex complaint cases)
Within 2 weeks of receipt of complaint
Final response letter (complex complaints)
Within 8 weeks of receipt of complaint
Acknowledgement of appeal
Within 48 hours of receipt of appeal
Appeal final response (simple appeal)
Within 4 weeks of receipt of appeal
Appeal final response (complex appeal)
Within 6 weeks of receipt of appeal