A complaint is any expression of dissatisfaction of any aspect of the services we have provided you.
We have a two stage complaints process:
- front line resolution and
We aim to resolve complaints quickly and as close to where we provided the service. We will deal with your stage 1 complaint within five days unless there are exceptional circumstances.
If we cannot resolve your complaint at this stage, we will explain why and tell you what you can do next and may suggest you take your complaint to stage 2 of the complaints process. You may choose to do this immediately or after you get our initial decision.
We will investigate your complaint if:
We may look at your complaint immediately at investigation step, if it is complex or needs a detailed investigation.
We will acknowledge your complaint within 3 working days and will give you a decision as soon as possible and we will respond to you within 20 working days, unless there are exceptional reasons and we require further time to investigate.
If after receiving our final decision, you remain unhappy with our decision or the way we handled the complaint, you can ask the SPSO to consider it. We will advise you how to do this when we send you our final decision.
Scottish Public Services Ombudsman requires that we publish:
If you have a specific comment, complaint or suggestion about health and social care services, you can also contact the Care Inspectorate (0345 600 9527)