Our Customer Complaints Procedure has the following goals:
- To deal with complaints fairly, efficiently and effectively;
- To ensure that all complaints are handled in a consistent manner throughout;
- To increase customer satisfaction;
- To use complaints constructively in the planning and improvement of all services.
Who can Complain?
- Is being assessed by or receiving a service, whether at home, attending day care, receiving respite care, or living in a residential establishment;
- Is caring for someone who has a complaint;
- Has been refused a service which they think they may need.
How to Complain
Many complaints can be sorted out informally. In the first instance contact us and, if you feel able, speak to the member of staff who is working with you, or ask to speak to their manager, who will try to sort the matter out.
If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.
Write down your complaint and send it to:
Tel: 01595 744000
If you wish, a social worker can assist you in making your complaint. You can also ask a friend, relative or advocate to help.
What Happens Next
You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.
You will receive a response to your complaint within 28 working days of these being received. Any extension of this time limit requires your consent.
In all cases, your case will be given full and fair consideration.
However, if as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure.
If a criminal offence is alleged, then the police will be informed.
You can have someone with you when your complaint is discussed.
If you are still not satisfied - what happens next
If you are not satisfied with the reply, you may ask for your complaint to be referred to the Complaints Review Committee. You will be advised how to do this and offered any assistance which may be necessary to enable your appeal.
Can you take your complaint elsewhere? Yes. You can contact your local Councillor, your MP/MSP or the Commissioner for Local Administration in Scotland.
Note: These national organisations will only consider your complaint if the local process has been taken to its conclusion.
Scottish Public Services Ombudsman
Or the Mental Welfare Commission for Scotland
91 Haymarket Terrace
You can consult a solicitor about taking legal action or contact the police if you think that a criminal offence may have been committed.