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.

Does this always happen?

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.

Can you have someone with you when your complaint is discussed?

Yes, you can.

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:

Scottish Public Services Ombudsman
Freepost EH641
Edinburgh
EH3 0BR

Tel: 0800 377 7330

Text: 0790 049 4372

Fax: 0800 377 7331

email: ask@spso.org.uk
web: www.spso.org.uk/

 

Or the Mental Welfare Commission for Scotland

K Floor, Argyle House, 3 Lady Lawson Street, Edinburgh EH3 9SH

User and carer advice line: 0800 389 6809

Other enquiries to: 0131 222 6111

email: enquiries@mwcscot.org.uk

web: www.mwcscot.org.uk/

You can consult a solicitor about taking legal action or contact the police if you think that a criminal offence may have been committed.

IF YOU HAVE A COMPLAINT ABOUT YOUR CARE WE WANT TO HEAR ABOUT IT AND WE WILL DO OUR BEST TO PUT IT RIGHT.