How to make a complaint

North East Sensory Services (NESS) is keen to give satisfaction and treats complaints seriously.

NESS provides many services on a non-statutory basis to sensory impaired residents of Aberdeen, Aberdeenshire, Moray, Angus and Dundee.

NESS also acts for the Aberdeen, Moray and Dundee Health and Social Care Partnerships (HSCP) in the provision of statutory social work to people with sensory impairments and statutory information, equipment and advocacy services to people with a sensory loss as well as statutory rehabilitation services to people with a visual impairment in Angus. These commissioning bodies wish to see fair and proper investigation of complaints against NESS.

If you are unhappy with any aspect of our service, please raise it with any member of staff or volunteer. Most matters can probably be resolved without further difficulty.

If your complaint is about the actions or inaction of the member of staff or volunteer who visits you, you may not wish to complain to him or her directly. In this case, please contact a member of the Management Team of NESS.

If your complaint is about the Chief Executive, write, marked Strictly Private and Confidential to:
The Vice Chairman, North East Sensory Services, 21 John Street, Aberdeen AB25 1BT.

We will acknowledge receipt of your complaint within 5 working days and communicate the outcome of an internal investigation to you within a further 15 working days.

If your complaint was about the services, we provide on behalf of your Council and you are not happy with the results of our internal investigation you may complain directly to your Council at the following:

Aberdeen City:

Customer Feedback Team
Aberdeen City Council
Business Hub 6
First Floor South
Marischal College
Broad Street
Aberdeen AB10 1AB
Tel - 01224 523058
Email - cre_complaints@aberdeencity.gov.uk

Angus:

Legal and Democratic Services
Angus Council
Angus House
Orchardbank Business Park
FORFAR DD8 1WS
Online form - anguscouncil-self.achieveservice.com/Forms/Contact%20Us
Tel – AccessLine 03452 777 778

Dundee:

Online form -  www.dundeecity.gov.uk/complaints
Tel - 01382 434800
Email - customerservices@dundeecity.gov.uk

Moray:

The Moray Council,
Complaints Officer, Council Buildings,
High Street, Elgin IV30 1BX
Tel - 01343 543451
Fax - 01343 563990
Email - complaints@moray.gov.uk