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We aim to provide the best services for our customers through the delivery of our vision, mission and strategic aims. The Customer Charter outlines our customer care standards; what you can expect from us and what we expect from you.

ANGUSalive welcomes and values feedback from our customers so we know how well we are doing and what we can do to improve. The following information outlines how you can share your compliments or comments with us or how to make a complaint.

COMPLIMENT: Leave a Compliment

Complete our short survey to tell us about a visit to one of our venues, if you have received a good service or a member of our team has made a special effort for you/gone the extra mile.

COMMENT: Leave a Comment

Complete our short survey to give us feedback that will help us improve or change the way we do things.

COMPLAINT: Make a Complaint

The focus of our complaints procedure is for complaints to be resolved at the initial point of contact.

If this has not been possible, please use our online form to let us know if:

• we have not provided the standards stated or expected
• a member of our team has been rude or unhelpful
• we have not followed our policies or procedures

ANGUSalive has a two-stage complaints process:

Stage 1 (known as Service Resolution): We will try to resolve your complaint within five working days. If you are unhappy with the response, you can ask us to consider your complaint at stage two.

Stage 2 (known as Investigation Stage): This is for issues that have not been resolved at Stage 1 or those that are more complex. We will look into your complaint in more detail and give you a full response as soon as possible and within no more than 20 working days, unless there is clearly a good reason for needing more time. If this is the case, we will let you know. If required, we will discuss your complaint with you to understand why you are dissatisfied and what outcome you are looking for. Once you have the final response from us, if you are dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to consider the matter.