Dealing with complaints about Highlands and Islands Airports Limited (HIAL)
Introduction
Complaints can be made by members of the public to HIAL, or one of their airports, about their provision of relevant services.
If you think HIAL have not investigated your complaint satisfactorily, you can ask us to review HIAL’s handling of your complaint.
This note explains how to make a request for review and how we will deal with your request.
Before you make a request
Before requesting a review, please make sure that:
- You have followed HIAL’s complaints procedure to its conclusion
- Issues relating to the complaint have not been or are not being considered in court
Normally, you must make your request within 12 months of becoming aware of the matter you complained to HIAL about.
How do I make a request for review?
If possible, please make your request by email. Please tell us your full name and contact details, and as much as you can about your request. If you prefer to make a request by telephone, we will produce a written version of the request to be agreed with you. We can also consider requests made by post. Our contact details are provided below.
Getting help to make your complaint
We can also receive requests from a friend, relative, or an advocate, if you have given them consent to act for you.
You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance: enquiry@siaa.org.uk; Tel: 0131 510 9410; Website: www.siaa.org.uk.
You can find out about advisers in your area through Citizens Advice Scotland: www.cas.org.uk or check your phone book for your local citizens advice bureau.
If you have trouble putting your complaint in writing, or want this information in another language or format, such as large font, or Braille, please contact us using the details below.
Conducting the review
Transport Scotland will consider whether the process adopted by HIAL in considering your complaint was in line with HIAL’s guidance, and was otherwise fair and reasonable. Transport Scotland cannot impose a particular sanction or outcome. on HIAL. However, where we find faults in the processes adopted by HIAL, or areas for improvement, we will bring them to the attention of HIAL. We will make clear our expectation that improvements should be delivered.
The review will be carried out by a senior member of staff at Transport Scotland with no close working links to HIAL or any of its airports. The review will be entirely impartial.
Transport Scotland will aim to respond to your request within 20 working days of receiving your request. We will let you know if we are not going to meet this deadline.
If you are not happy with our handling of your request for review, you can complain to the SPSO. Their contact details are below.
Transport Scotland’s contact details
You can contact us as follows:
Transport Scotland
George House
36 North Hanover Street
Glasgow
G1 2AD
Phone: 0141 272 7100
Email: info@transport.gov.scot
SPSO contact details
You can contact the SPSO as follows:
SPSO Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS
If you would like to visit in person, you must make an appointment first.
By Freepost: FREEPOST SPSO
Freephone: 0800 377 7330
Online: www.spso.org.uk/contact-us