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?
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.
