COVID-19 update for complainants 

Due to Government guidance, our staff are now working from home.  You can raise a concern with us by email at This email address is being protected from spambots. You need JavaScript enabled to view it..  If you are unable to email us or use our online complaints form, please call 0345 600 9527 then press 1 and leave your number and a message.  We will call you back as soon as possible.

In order to protect the safety and wellbeing of people experiencing care we are only making visits to services when it is absolutely necessary.  If you have a concern about a care service, in the first instance please raise this with the manager of the service.  We will risk assess any concerns we receive, and this may result in complaints being referred to the service provider.

Reports detailing the outcome of complaints that are in progress have been placed on hold until further notice. 


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? 

'How we deal with concerns and complaints' 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 to first of all speak to the care service itself about your concerns. This is often the quickest way to resolve a problem. 

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

  • filling in our complaints form online
  • calling us on 0345 600 9527
  • emailing us at This email address is being protected from spambots. You need JavaScript enabled to view it.  
  • writing to any of our offices. 

Whichever method you use to, we will deal with your complaint following 'How we deal with concerns and complaints'.

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 and give you the reasons for the delay
  • let you know our findings and the outcome of the complaint.

If you are unhappy with the 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.

If you want to raise a concern about a specific individual (or individuals) working in a care service – rather than the service itself – the Scottish Social Services Council (SSSC) may be able to help. The SSSC regulates a wide range of social care workers: www.sssc.uk.com. The SSSC can only consider concerns about workers who are registered or applying to register with it. You can check if a worker is registered by searching the Register or by calling the SSSC on 0345 603 0891.

Whistleblowing

If you are an employee or a social work student and you are unsure about how to raise a concern in your workplace the guidance below will help you. It explains the difference between raising a concern and whistleblowing and when a person raising a concern qualifies for legal protection under whistleblowing law.

Raising concerns in the workplace: Guidance for employers, social service workers and social work students

Independent advice and support on whistleblowing

Protect (formerly known as Public Concern at Work) is an independent charity that offers free and confidential advice on whistleblowing issues.