Complaints
The Air Discount Scheme Administrator is committed to serving the residents of the Scottish Highlands and Islands and to ensuring the continued success of the Air Discount Scheme (ADS). Part of the service we provide is recognising and responding to problems and complaints that might arise.
If you wish to make a complaint about the administration of the Scheme you can contact us by:
Calling us on Freephone: 0800 0322 890
By writing to:
Air Discount Scheme
PO Box 5715
Inverness
IV1 9AS
By emailing info@airdiscountscheme.com
Or by completing the online feedback form.
In the first instance your complaint will be handled by the Administration unit supervisor, which may include input from, or referral to, the Administrator's principles. All complaintants will be issued with a reference number which should be quoted in all subsequent communications relating to the complaint.
Please note that the function of the Administrator is to administer the Air Discount Scheme and may only respond to complaints that relate to the administration of the Scheme, for example, matters relating to the application process, receipt of an ADS card or PIN, confirmation or rejection of eligibility, etc. Even though we may be able to assist in relation to queries about third parties, we cannot respond to complaints about the business practices of airlines or travel agents or others. In addition, the Administrator is not in a position to respond to complaints about Scheme design or policy.
We aim to respond to complaints within 10 working days of receiving a complaint.
If you feel that your complaint has not been adequately addressed you may request referral to the Scottish Executive for further action. Upon request, the Administrator will provide relevant contact details. Note that the Scottish Executive requires that a complainant seek to resolve the issue directly with the Administrator in the first instance. More information about the Scottish Executive complaints process is available at www.scotland.gov.uk/About/HaveYourSay/HaveYourSay.
If you are still not satisfied, you may refer the matter to the Scottish Public Services Ombudsman (SPSO). The SPSO deals with complaints about councils, housing associations, the National Health Service, the Scottish Executive and its agencies and departments, colleges and universities and most Scottish public authorities. Note that the SPSO normally considers complaints only after they have been through the formal complaints process of the organisation concerned. More information about the SPSO is available at www.scottishombudsman.org.uk or by calling 0800 377 7330.
If you wish to make a complaint about the administration of the Scheme you can contact us by:
Calling us on Freephone: 0800 0322 890
By writing to:
Air Discount Scheme
PO Box 5715
Inverness
IV1 9AS
By emailing info@airdiscountscheme.com
Or by completing the online feedback form.
In the first instance your complaint will be handled by the Administration unit supervisor, which may include input from, or referral to, the Administrator's principles. All complaintants will be issued with a reference number which should be quoted in all subsequent communications relating to the complaint.
Please note that the function of the Administrator is to administer the Air Discount Scheme and may only respond to complaints that relate to the administration of the Scheme, for example, matters relating to the application process, receipt of an ADS card or PIN, confirmation or rejection of eligibility, etc. Even though we may be able to assist in relation to queries about third parties, we cannot respond to complaints about the business practices of airlines or travel agents or others. In addition, the Administrator is not in a position to respond to complaints about Scheme design or policy.
We aim to respond to complaints within 10 working days of receiving a complaint.
If you feel that your complaint has not been adequately addressed you may request referral to the Scottish Executive for further action. Upon request, the Administrator will provide relevant contact details. Note that the Scottish Executive requires that a complainant seek to resolve the issue directly with the Administrator in the first instance. More information about the Scottish Executive complaints process is available at www.scotland.gov.uk/About/HaveYourSay/HaveYourSay.
If you are still not satisfied, you may refer the matter to the Scottish Public Services Ombudsman (SPSO). The SPSO deals with complaints about councils, housing associations, the National Health Service, the Scottish Executive and its agencies and departments, colleges and universities and most Scottish public authorities. Note that the SPSO normally considers complaints only after they have been through the formal complaints process of the organisation concerned. More information about the SPSO is available at www.scottishombudsman.org.uk or by calling 0800 377 7330.
