Complaints about the Care Inspectorate

You can complain in person:

  • by completing our online complaints form
  • by phone on 0345 600 9527
  • at any of our offices, or
  • in writing.

If possible, the quickest and easiest way to resolve a complaint speak to the person concerned, so please contact us and we will try to resolve your problems straight away. This could mean an ‘on-the-spot’ apology and explanation if something has clearly gone wrong.

If we can’t resolve your complaint at this stage, we will explain why and tell you what you can do next.  We might suggest that you take your complaint to stage 2. This deals with complaints that have not been resolved at Stage 1 and those that are complex and require detailed investigation. 

In summary, this means we will:

  • acknowledge that we have received your complaint within three working days

  • allocate the complaint to an appropriate manager in the Care Inspectorate

  • aim to complete the investigation within 20 working days

  • let you know if we think there will be a delay, we will let you know and give you the reasons for the delay

  • let you know our findings and the outcome of the complaint.

If after we have fully investigated and 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.

Our policy for handling complaints about the Care Inspectorate is detailed here.

For more information, you can read ‘Making a complaint about the Care Inspectorate’s work'

Our ‘Procedure for handling complaints about the Care Inspectorate' explains the full process.