1. Our complaints procedure is easy to use and confidential.
2. Web forms are provided throughout the site for simple corrections and requests for information.
3. Specific complaints about our service and staff are treated seriously.
4. You may make your complaint by email, telephone, fax or by mail.
5. Your first point of contact is Neil Fraser.
   Contact details below
6. Your complaint will be acknowledged within 5 working days and we will advise you of when we hope to resolve it.
7. Our aim is to reach a satisfactory solution to your complaint within 30 days.
8. The Customer Service Contact will represent your complaint within Scran and will seek a reply or resolution from the appropriate department.
9. We will contact you with the solution and will provide this is writing if you require.
10. If you are dissatisfied in any way, you may refer your complaint at any point to the Head of Education and Editorial who is responsible for the main learning service and the Scran shop.
    Contact details below
11. We will keep a copy of your complaint and any replies which are made securely.

Customer Service Contact

Neil Fraser
Customer Service Contact
Scran
17 Kittle Yards
Causewayside
Edinburgh
EH9 1PJ

Email: neil.fraser@scran.ac.uk
Tel: +44 (0) 131 662 1393
Fax: +44 (0) 131 662 1511

Head of Education and Editorial

Graham Turnbull
Head of Education and Editorial
Scran
17 Kittle Yards
Causewayside
Edinburgh
EH9 1PJ

Email: graham.turnbull@scran.ac.uk
Tel: +44 (0) 131 662 1658
Fax: +44 (0) 131 662 1511