Our values are critical to out service deliery and underpin our Service Standards.
We have formulated our values drawing on the principles of
regulation developed by the Better Regulation Task Force.
We are:
Independent: we maintain
our operational independence, acting without fear or favour, in the
public interest.
Proportionate: our
actions as a regulator are appropriate and necessary taking into
account the degree of risk, size of charity, the nature of the
issues to be addressed and the potential impact on charity
beneficiaries or assets or the public interest.
Accountable: we are
answerable, in different ways, to our stakeholders which includes
involving others on a continuous and appropriate basis,
demonstrating our impact, providing value for money and welcoming
external scrutiny.
Transparent: we act in
a way that is open, predictable and understandable. This
includes making available the relevant criteria and facts
underpinning our actions.
Consistent: we act
consistently in our decision making on the basis of publicly stated
principles and policies and act as an exemplar, observing best
practice.
Fair: we exercise our
powers and discretion in a way which is consistent, impartial and
even-handed.
Targeted: our
regulatory activities are clearly focused on the basis of evidence
and we act in such a way as to minimise any negative
consequence.
Informed: we gather adequate
information from the appropriate sources to ensure that our actions
are properly informed.
Customer feedback
Customer feedback, comments and suggestions on the quality of
our work and service delivery are welcome and are used to assess
and review the effectiveness of our current procedures and
processes for dealing with our customers.
How to make a complaint or comment about
OSCR
If you wish to complain or comment on any aspect of the service
you have received from us please complete the comments form
contained within our Service Standards document
or write with full details to:
Judith Hayhow
Head of Corporate Services
2nd Floor
Quadrant House
9 Riverside Drive
Dundee
DD1 4NY
We will acknowledge and respond to your complaint within 15
working days of receipt of your correspondence. If you are
dissatisfied with our response you can write to OSCR's Chief
Executive requesting a review.
If you remain dissatisfied you can ask the Scottish Public
Services Ombudsman (SPSO) to consider your complaint. Their contact
details are:
The Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS
Telephone: 0800 377 7330
Complaining about a charity
If you wish to make a complaint about a charity please read our
How to
complain about a charity page.
Unacceptable Actions Policy
Our Unacceptable Actions
Policy sets out how we will manage the relatively few
complainants whose actions or behaviour we consider
unacceptable.