You will find links to all documents categorised within the Complaints and Appeals section of the Scottish Quality Crops website at the bottom of this page.

The purpose of the SQC Complaints Policy and Process is to define the steps to be taken by SQC if a formal complaint is received from an applicant, member or stakeholder in respect of a scheme membership.

Any organisation or person wishing to make a complaint must use the form below or as a minimum supply the information indicated, in writing.

SQC is able to receive complaints via the following:

(a) Email to SQC Managing Director -Teresa.dougall@scottishqualitycrops.co.uk or SQC Chairperson - Andrew.moir@scottishqualitycrops.co.uk  
(b) A letter to SQC Managing Director (marked ‘confidential’) - Teresa Dougall, SQC Managing Director, c/o Food Integrity Assurance, Rural Centre, West Mains, Ingliston, Newbridge, EH28 8NZ or SQC Chairperson (marked ‘confidential’) - Andrew Moir, SQC Chairperson, c/o Food Integrity Assurance, Rural Centre, West Mains, Ingliston, Newbridge, EH28 8NZ

SQC operates two complaint scopes:

Membership Complaint:

(1) Formally communicated dissatisfaction by an applicant, member or their representative in relation to the process relating to membership status.
(2) Product complaints: Formally communicated dissatisfaction by a non-certified stakeholder (i.e. member of the public, government, or other interested party) about a SQC member or applicant and their business activities which may impact on the integrity of the scheme.

Should a non-compliance be identified as a result of a complaint, the same procedures should be followed as outlined in the SQC Membership Rules (click here for full details)

PROCESS

Upon receipt of the complaint, the SQC Managing Director will review the information and:

(a) Record the information on the complaints record
(b) Acknowledge receipt within one working day
(c) Provide the Board with details of the complaint
(d) The complaint will be reviewed by the Board, who will appoint suitably qualified, experienced and competent personnel to investigate and will also establish whether the complaint is genuine.

All findings will be reviewed and any special conditions may be applied to membership / suspend / terminate member (if appliable). 

Findings will be shared (as required).

Competent personnel must ensure
(a) Investigations are completed within 28 calendar days (4 weeks)
(b) Communicate the outcome to the complainant within 7 working days of the outcome decision.

APPEALS PROCEDURE

Applicants and members dissatisfied with the outcome of their complaint into membership status, may appeal to the SQC Managing Director within 28 calendar days (4 weeks) and the following will be progressed
(a) An Appeals Form issued to the appellant
(b) An Appeals Panel selected following the Appeals Panel Terms of Reference within 28 calendar days (4 weeks)
(c) Appeals may also be lodged by applicants, members or their representatives, who have not complained about the process but wish to appeal a decision
(d) SQC personnel will provide all information to the Appeals Panel without prejudice, including chronologies of processes to enable the Appeals Panel to make a transparent and impartial decision.