Service Standards
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Getting things right
We believe in giving credit where credit is due. Although it is generally more common to complain than to give praise, we believe that positive customer feedback can motivate our staff to provide even higher levels of customer care.
If you have received or heard about exceptional customer care from one or more members of staff, please let us know by completing the compliments form available at all SPT outlets or by emailing compliments@spt.co.uk.
Suggestions for improvement
We also welcome your suggestions and comments as they give us the opportunity to improve the services we offer to you. If you would like to pass on your suggestions or comments, please complete the suggestions form available at all SPT outlets or by emailing suggestions@spt.co.uk.
Getting things wrong
If you are not satisfied with our services or any matter related to our service provision, please contact us and we will try to put things right quickly and take action to prevent it from happening again.
Making a Complaint
We take complaints about our services seriously and deal with them in confidence. You can complain:
- In person at any of our outlets;
- By phoning any of our outlets;
- By emailing complaint@spt.co.uk or
- In writing.
Stage One
Most problems can be resolved informally by speaking directly to a member of staff. They will either resolve your complaint immediately or pass it to their Line Manager, who will acknowledge in writing your complaint within 3 working days. In most circumstances, a full response will be provided within a further 5 working days (8 in total). Where we cannot provide you with a full response within the agreed time, we will advise you of the reason why we cannot meet the deadline and provide you with a timescale on which you can expect a full response.
Stage Two
If you feel you still have a complaint, the Director of the service will then look into the matter and contact you with a reply within 10 working days.
Stage Three
If you remain unhappy with the response you receive, you can ask to have your complaint looked into by the Chief Executive (the letter you will receive from the Director of the service will tell you how to do this). You will normally receive a reply from the Chief Executive within 10 working days.
Scottish Public Services Ombudsman
The Scottish Public Services Ombudsman considers complaints about public bodies. The Ombudsman investigates complaints about an organisation that has: provided a poor service; delivered a service badly and failed to provide a service. The Ombudsman will only consider complaints if the issues concerned have exhausted the three stages of SPT’s own complaints procedure. The Ombudsman can be contacted by:
- Tel: 0800 377 7330
- Fax: 0800 377 7331
- Text: 0790 049 4372
- Email: ask@spso.org.uk
- Write: The Scottish Public Services Ombudsman, Freepost EH641, Edinburgh EH3 0BR
- Website: http://www.spso.org.uk
Fraud reporting
We encourage members of the public who suspect fraud and corruption against SPT to contact the Chief Executive or Internal Audit Team in the first instance.
The Internal Audit Team operates independently of all other SPT Services, whose work includes establishing procedures with the following aims:
- To develop an anti-fraud culture;
- To deter, prevent, detect and investigate fraud and corruption;
- To seek appropriate action against those who commit or seek to commit any form of fraud or corruption.
The Internal Audit Team can be contacted by phoning 0141 333 3141, or by writing to the Chief Internal Auditor at the address on the page opposite or by emailing fraudreporting@spt.co.uk.
Enquiries
If you have an enquiry relating to any of our services please send it to enquiry@spt.co.uk or to:
Strathclyde Partnership for Transport,
Consort House,
12 West George Street
Glasgow
G2 1HN
Tel: 0141 332 6811
Fax: 0141 332 3076