Stage one:

Informal interview with David Todd, Project Manager of The Grassmarket Mission, at a mutually convenient time, usually within 48 hours of a complaint first being raised. This informal interview may be attended by an independent witness/ arbitrator. The complainant may also bring one witness at the discretion of the independent arbitrator.

If the complainant is unhappy with the decision or explanation given at the informal interview stage they may move to the second stage.

Stage two:

Written complaint to David Todd, Project Manager of The Grassmarket Mission. You may make a written complaint, addressed to the manager at the premises of Greyfriars Kirkhouse, 86 Candlemaker Row, Edinburgh. EH1 2QA. You can expect a written reply within seven working days.

If the complainant remains unsatisfied with the written answer given they may move to stage three.

Stage three:

Written complaint to a trustee of The Grassmarket Mission. You may make a written complaint addressed to Trustee, The Grassmarket Mission at the above address. That written complaint will be answered, in writing, by one the trustees, usually following a meeting of the trustees where the complaint will be raised and discussed by the board. This board meets only three times a year so you may have to wait for up to six months for a full written reply depending on the nature of the complaint, however you will normally receive an acknowledgement within one month.