Complaints

One of the most important ways for us to make sure care services improve is by listening to your concerns. These may be about a care service or about the Care Inspectorate. 

For more information, you can read "Unhappy about a care service?"

Our Complaints procedure explains the process.

 

How to make a complaint

Registered care service

If you are not happy with the level of care you, or someone you care for is receiving, we would encourage you, in the first instance to speak to the service providing the care about your concerns. This is often the quickest way to resolve a problem. 

However, you can choose to complain directly to us by either:

Whichever method you use to, we will deal with your complaint following our Complaints procedure.

In summary, this means we will:

  • acknowledge that we have received your complaint within three working days
  • aim to complete the investigation within 40 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 you are unhappy with our outcome, you have the right to ask the Scottish Public Services Ombudsman (SPSO) to look into our decision. The SPSO website has information on making a complaint and the types of complaints it looks at. They are the final stage for handling complaints about public services in Scotland.

Other organisations

Local authority social work departments: you need to contact the local authority and ask about their complaints procedure. 

NHS hospital or clinic: you need to contact the local NHS board.

Independent health service or hospice: contact Healthcare Improvement Scotland