Complaints procedure

If you are unhappy with ZT in any way please let us know. We welcome the opportunity to put matters right, for you and for others who might use our resources or work with our organisation in future. Whether you think we’re doing well or feel we need to do better, we value your opinion and want to hear from you.

What to do

First, speak to the staff working on the issue you wish to comment on. Most problems can be dealt with quickly by the people closest to the situation.

If you are unhappy with the response or feel unable to approach staff directly then email or call 0131 556 7365 or write to

Zero Tolerance
1 Paper Mill Wynd

Whatever method you choose, the matter will be dealt with in the same way.

What happens next?

In the case of a complaint we respond to you within 5 working days, informing you who is dealing with it and how long the investigation will take.

We aim to resolve complaints within 15 working days. However, some complaints take longer to investigate and when they do, we will contact you to advise you when you can expect a response from us.

All comments and complaints will be recorded by ZT and used to help us improve our work.

What if I’m unhappy with the response?

If you have made a complaint and are unhappy with the response you receive, you can write to the organisation’s Director, who will look at the situation and decide if further action is needed.

If you are still unhappy, you can write to the Chair of the Zero Tolerance Board of Trustees, who will look at the situation again and decide if any further action is needed.

You can contact the Director and Chair at the address above.

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