HSCP Complaints procedure
Find out about our complaints procedure if you're unhappy with the care provided for you, or someone you care for.
We're committed to providing high-quality health and care services. However, we understand that sometimes things can go wrong. We value complaints and use the information from them to help us improve our service.
What is a complaint?
We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
Who can complain?
Anyone who receives, requests or is directly affected by our services can make a complaint to us. This includes the representative of someone who is dissatisfied with our service (for example, a relative, friend, advocate or adviser). If you are making a complaint on someone else's behalf, you'll normally need their written consent
How do I complain?
The quickest and easiest way to make a complaint is by using our online form.
You can also contact us by phone or in person. It's easier for us to address complaints if you make them quickly and directly to us, so if you can, talk to a member of our staff and they'll try to resolve the issue.
When complaining, tell us:
- your full name and contact details
- as much as you can about the complaint
- what has gone wrong
- what outcome you are seeking
What happens when I've complained?
We aim to respond to complaints quickly (where possible, when you first tell us about the issue). This could mean an on-the-spot apology and explanation if something has clearly gone wrong, or immediate action to resolve the problem.
We'll give you our decision at stage 1 in five working days or less, unless there are exceptional circumstances. If you're not satisfied with the response we give at this stage, we'll tell you what you can do next. If you choose to, you can take your complaint to stage 2.
You must normally ask us to consider your complaint at stage 2 either:
- within six months of the event you want to complain about or finding out that you have a reason to complain
- within two months of receiving your stage 1 response (if this is later)
In exceptional circumstances, we may be able to accept a stage 2 complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.
Stage 2 deals with two types of complaints:
- those that have not been resolved at stage 1
- those that clearly require investigation, and so are handled directly at this stage
If you don't wish your complaint to be handled at stage 1, you can ask us to handle it at stage 2 instead.
When using stage 2:
- we'll acknowledge receipt of your complaint within three working days
- we'll confirm our understanding of the complaint and investigate what outcome you are looking for
- we'll try to resolve your complaint where we can (in some cases we may suggest using an alternative complaint resolution approach, such as mediation)
- where we can't resolve your complaint, we'll give you a full response as soon as possible, normally within 20 working days
If our investigation will take longer than 20 working days, we'll tell you. We'll advise you of our revised time limits and keep you updated on progress.
What if I'm still dissatisfied?
After we've given you our final decision, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.
The SPSO are an independent organisation that investigates complaints. They're not an advocacy or support service.
The Care Inspectorate
You can also choose to complain to the Care Inspectorate. Find out more about their complaints procedure, or make a complaint, by contacting them.
