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Making a Complaint

If you would like to make an informal complaint, please speak directly to or call your local service staff member. They will take your complaint seriously and may be able to resolve your complaint at that time.

If you would like to make a formal complaint, please contact us by letter, email, phone or in person.

There are two options you can use to contact us:

  • You can address your complaint to the regional Head of Service Delivery for the local service which has supported you. Your local service centre will be happy to give you contact details of the regional Head of Service Delivery, also listed below.
  • You can send your complaint to the national office by:
    • telephone on 0131 668 4486
    • email at
    • letter to 15/23 Hardwell Close, Edinburgh, EH8 9RX

When you tell us about your complaint, please include:

  • the date of the issue you are complaining about
  • the service centre to which your complaint relates
  • the reason for your complaint
  • the people involved in the issue you are complaining about
  • the background to issue you are complaining about
  • contact details so that we can get back to you

Your complaint will be acknowledged by a Local Manager or appropriate staff member within five working days of its receipt. They will carry out a full investigation and respond fully within 28 working days via your preferred method of contact.

If you have trouble putting your complaint in writing or want this information in another format, such as large font or braille, please contact the national office.

Regional Heads of Service Delivery

Fiona Thomson
Head of Service (West)
Abbey House
10 Bothwell St
G2 6LU

Nicola Fraser
Head of Service (East)
Victim Support Scotland
9 Pentland Court
Saltire Centre
Glenrothes, KY6 2DA
01592 807094

Helpline: 0800 160 1985 DONATE