Complaints about the Edinburgh Integration Joint Board

You can make a complaint, pass on a compliment or make a comment about the Edinburgh Integration Joint Board policies, decisions or decision-making process or the Edinburgh Health and Social Care Partnership by:

  • Using the online form

  • Emailing us at EHSCP@edinburgh.gov.uk

  • Calling 0131 529 4050

  • Writing to the Chief Officer
    Edinburgh Health and Social Care Integration Joint Board
    Level 2, Waverley Court
    4 East Market Street
    Edinburgh
    EH8 8BG

Complaints about the Edinburgh Health and Social Care Partnership

Social care services

For complaints relating to social care services, you can make a complaint, pass on a compliment or make a comment

All complaints are treated with the strictest confidence and you will not be discriminated for making a complaint.

Complaints should be made within six months of you becoming aware of a problem. Complaints made later than six months will not be investigated unless there are exceptional circumstances.

Complaints about the Sheltered Housing Support Service

If you want to make comments or a complaint about the Sheltered Housing Support Service, you can:

You can also contact the Care Inspectorate with your views. You can contact the Care Inspectorate on 0345 600 9527. The website is www.careinspectorate.com

Health Services

For complaints relating to health care services, you can make a complaint, pass on a compliment or make a comment

You can find further information at Patient Experience Team on what information you will need to provide to submit a complaint to the Patient Experience team

Complaints Procedure

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
  • investigation

Stage 1 – front line resolution

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.

Stage 2 – investigation

We will investigate your complaint if:

  • You are unhappy with our response at stage 1

  • The issue you raise is complex and needs a detailed investigation

  • Your complaint has been identified as serious, high risk or high profile

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.

Scottish Public Services Ombudsman (SPSO)

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:

Care Inspectorate

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)