Our Complaints Policy


1.    Introduction

Eczema Outreach Support views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint. All complaints will be thoroughly investigated and a written response will be provided.

Eczema Outreach Support’s policy when dealing with complaints is:

  • to provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
  • To make sure that all members of staff are aware of the complaints procedure and how to respond if a complaint is made.
  • To make sure all complaints are investigated fairly and quickly, and to make all effort where possible, to resolve the issue and repair the relationship between the organisation and the person making the complaint.

Complaints can be made:

  • In writing to Eczema Outreach Support, Bryerton House, 129 High Street, Linlithgow, EH49 6EJ
  • By phone to 01506 840395
  • In person to any EOS staff at Bryerton House, 129 High Street, Linlithgow, EH49 6EJ.

2.    Definition

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Eczema Outreach Support’s work.

Any person or organisation who has a legitimate interest in Eczema Outreach Support may use this policy to raise a complaint.

NB: this policy does not cover staff of Eczema Outreach Support who should use the Eczema Outreach Support Grievance Policy if they wish to raise a complaint.

3.    Confidentiality

All complaint information provided in any form will be handed sensitively. Only those persons whom it is necessary to inform will have access to any information relating to the complaint.

No information will be shared internally or externally unless it is deemed necessary in order to respond to the complaint appropriately.

If a complaint is raised in relation to criminal activities, vulnerable adults or child protection the relevant authorities will be informed.

4.    Responsibility

  • Overall responsibility for this policy and its implementation lies with the Board of Trustees.
  • The Chair of the Board is responsible for dealing with any complaints made that cannot be resolved at stage one of the process (This includes any complaints directly involving the Chief Executive)
  • The Chief Executive is responsible for responses made at stage one of the process and for informing the Board of any complaints made about the work of EOS.
  • All members of staff are responsible for reporting complaints to the Chief Executive, or if the complaint directly involves the Chief Executive to the Chair of the Board.
  • All members of staff and board members are responsible for acting in a polite and respectable way to any person or organisation making a complaint against Eczema Outreach Support or its staff.

Scottish Charity Regulator

The complainant can complain to the Scottish Charity Regulator (OSCR) at any stage of the investigation. Information can be found at http://www.oscr.org.uk 

Terms and Conditions / Disclaimers

The charity’s general approach is to encourage active partnership between patients and healthcare professionals and the discussion of all available options, in the interests of informed choice on the part of the patient.

Warning on Products

Treatments or other forms of medication that suit one person may not suit another. It is advisable to test different skin products on a small patch of skin before general use.

You should also consult your doctor before changing eczema treatment and should also do so if in doubt regarding a treatment or proposed treatment. The charity cannot accept any responsibility for failure to take medical advice.

Although care has been taken in compiling and checking information contained in this site, links are made to other sites for the sole purpose of providing access to information and the information in those linked sites may not have been checked by the charity.

In relation to information contained in this and linked sites, EOS shall not be held responsible, or in any way liable, for any errors, omissions or inaccuracies, whether arising from negligence or otherwise, or for any consequences thereof.

The information contained in this and linked sites should not be relied upon for making medical or other decisions for treatments or otherwise. Any medical or other decisions should be made in consultation with your doctor.

Privacy policy

The charity takes great care to safeguard personal data provide by our supporters and members and to process this fairly and lawfully in accordance with the Data Protection Act.

Why do we hold personal data?

We hold personal data so that we can send you any information that you have requested or deal with any subsequent queries that you may have and to keep you informed of about our services.

We do not share or disclose this information to any third parties.

Information online and cookies

A cookie is a small piece of information sent from a website to your computer where it is stored on your hard drive. Most websites send cookies of some description. Cookies sent from our website do not contain any personally identifying information and are used solely to personalise your visits to the site.

Most browsers will allow you to disable cookies using the ‘Preferences’ option in the menu bar; you will still be able to use the site as normal if you do decide to disable cookies.

Intellectual property rights

We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy, and may download extracts, of any page(s) from our site for your personal reference and you may draw the attention of others within your organisation to material posted on our site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of material on our site must always be acknowledged.

You must not use any part of the materials on our site for commercial purposes without obtaining a licence to do so from us or our licensors.

If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.