While we believe that we have planned for as many eventualities as possible, occasionally problems may arise during the project which have not been foreseen.
The first points of contact for all enquires and complaints are to the relevant contractor through the 24-hour project Hotline (0800 078 6910) or in person at the Contact and Education Centre.
All complainants will be responded to by the relevant contractor within 48 hours. If the contractor does not consider it can take actions to resolve a complaint, it will refer to the complaint to the Employer's Representative who will consider the complaint and determine if any actions can be taken. If a complaint is not resolved within 48 hours, the contractor will provide a weekly update to the complainant of any actions taken to resolve the complaint. If it is not possible to resolve the complaint, an explanation of why this is the case will be provided to the complainant.
Once a complaint has been through the contractors complaint procedure, if the complainant feels it has not been resolved, the complaint can be sent to the Employers representative for review.
If your complaint is still not resolved it will be subject to a final review by Transport Scotland.
If a complainant reaches the end of this process and does not feel their complaint has been resolved, they may approach the Scottish Public Services Ombudsman who may consider their complaint.
Scottish Public Services Ombudsman
SPSO
Freepost EH641
Edinburgh
EH3 0BR
Freephone: 0800 377 7330
Enquiries and Complaints
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As stipulated in the Code of Construction Practice, we will publish summary information from our Enquiries and Complaints Register on a monthly basis. The information will cover all enquiries and complaints received via telephone, correspondence or visitors to our Contact and Education Centre.
During the period 1-30 April 2012, our Contact and Education Centre received a total of 50 enquiries and 7 complaints relating to the project. These are broken down as follows:
FCBC - 34 enquiries and 4 complaints
SRB – 8 enquiries and 0 complaints
John Graham - 8 enquiries and 3 complaints
Most of the enquiries related to traffic management and employment or sub-contract opportunities. The complaints related to noise levels and deliveries being made outside permitted hours. These complaints were promptly dealt with by our contractors and corrective measures put in place.
All enquiries were answered within 5 working days and all complaints within 48 hours.
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