Feedback & complaints
At OnFife, we welcome all feedback—positive or negative. With more than 1 million visits to our libraries, museums, theatres and galleries each year, your comments help us improve the services we provide.
You can share general feedback or make a complaint using our dedicated site: www.youtellus.co.uk
What You Can Expect
We are committed to:
- Listening to your experience
- Treating every complaint seriously
- Responding quickly
- Fixing issues wherever possible
- Learning from your feedback to improve our services
What You Can Complain About
- Delays in responding to enquiries
- Failure to provide a service
- Poor service standards
- Dissatisfaction with a policy or procedure
- Staff or volunteer attitude or behaviour
- Decisions where no other appeal route exists
- Failure to follow the proper administrative process
- Experiences of inequality
Your complaint may involve more than one service or someone working on our behalf.
What You Can’t Complain About
Our complaints procedure can’t address:
- First‑time requests for a service
- Requests for compensation
Who Can Make A Complaint
Anyone who receives, requests or is affected by our services can complain. We also accept complaints from a representative if you give your consent.
How To Complain
You can make a complaint:
- In person at any OnFife venue
- Online via You Tell Us!
- By phone: 01592 583204
- By email: ComplaintsOnfife@onfife.com
- In writing to: OnFife Complaints, John Smith Business Park, Grantsmuir Road, Kirkcaldy, KY2 6NA
Time Limits
You should normally make your complaint within:
- 6 months of the event, or
- 6 months from becoming aware of the issue
(Up to a maximum of 12 months)
If there are exceptional reasons for a delay, contact Julie Aitchison, Corporate Business Manager: julie.aitchison@onfife.com
What Happens Next
We’ll always tell you who is handling your complaint. Our process has two stages.
Stage 1: Frontline Resolution
We aim to resolve issues quickly at the point of service. This might include an immediate fix, apology or explanation. You’ll receive a response within 5 working days.
Stage 2: Investigation
Used for more complex issues or when you remain dissatisfied.
We will:
- acknowledge your complaint within 3 working days
- discuss what happened and what outcome you are seeking
- provide a full response within 20 working days
(If more time is needed, we’ll keep you updated.)
If you’re still unhappy
If you’ve completed our complaints procedure and are still dissatisfied, you can ask the Scottish Public Services Ombudsman (SPSO) to review your case.
Contact SPSO:
In person: 4 Melville Street, Edinburgh EH3 7NS
Freepost: SPSO, Freepost EH641, Edinburgh EH3 0BR
Freephone: 0800 377 7330
Website: www.spso.org.uk/contact-us
Getting Help To Make Your Complaint
We know that some people may be unable or prefer not to make a complaint themselves. You can ask someone you trust — such as a friend, relative or advocate — to complain on your behalf. We can only accept complaints from a representative if you have given them your consent.
If you need independent advocacy support, you can contact the Scottish Independent Advocacy Alliance:
Telephone: 0131 260 5380
Fax: 0131 260 5381