​​Enquire > Helpline complaints procedure   Accessibilty Tools

Helpline complaints procedure

You can complain by telephone, by email or by letter.

To complain by telephone, please call our helpline number 0345 123 2303 and explain that you would like to make a complaint.

To complain by email, write to info@enquire.org.uk

To complain by letter, write to:
Children in Scotland
Rosebery House
9 Haymarket Terrace
EH12 5EZ

Please provide as much information as you can about your complaint. It would be particularly helpful to know:

  • Your full name
  • The date you contacted the helpline
  • What has caused you to complain
  • A telephone number and email address in case we need to contact you for more information

We will acknowledge your complaint when we receive it and aim to deal with it within five working days.

If you are not satisfied with this response you can ask for the Chief Executive of Children in Scotland (the organisation that manages Enquire) to consider your complaint. We will explain how to do this.

The Chief Executive will acknowledge the complaint within 10 working days, review it and respond within 20 working days. The Chief Executive’s decision is final.