Complaints

If you feel unhappy with an experience you have had with ParentLine it is important that you tell us so we can make any improvements needed.

View our page How to make a complaint for details of how to raise concerns or to make an official complaint about any Children 1st service, including ParentLine.

When we receive your complaint, we will:

  • let you know in writing within five working days that we have received it
  • look into your complaint
  • write to you with the outcome of the investigation, normally within six weeks or as otherwise informed (if there is a delay beyond six weeks we will explain the reasons and provide you with a revised timescale).

COSCARecognition Logo SmallAs a telephone helpline service, ParentLine is a recognised member of COSCA, Scotland’s professional body for Counselling and Psychotherapy. As such the following inclusions to the above Complaints procedure apply (and are specific to) the ParentLine Scotland service only:

  • A report to COSCA at the conclusion of the complaints proceedings will be submitted. (See COSCA’s complaints page for further information).
  • For a complaint about ParentLine, if you have exhausted the Children 1st complaints process and remain unsatisfied with the outcome, you can submit a complaint to COSCA under its complaints procedure.

Contact:

COSCA (Counselling and Psychotherapy in Scotland)
16 Melville Terrace
Stirling
FK8 2NE

T: 01786 475140
www.cosca.org.uk