Complaints Procedure

COMPLAINTS PROCEDURE

› Complaints Procedure

Scottish Care aims to always provide high quality services.

We value your feedback and want to hear from you.

Complaints procedure

Scottish Care aims to always provide high quality services.  Whether you think we’re doing well or feel we need to do better, we value your opinion and want to hear from you.

If you are unhappy with Scottish Care in any way please let us know.  We welcome the opportunity to put matters right, for you and for others who might use our services in future.

What to do

First, speak to the staff providing the service you wish to comment on.  Most problems can be dealt with quickly by the people closest to the situation.

If you are unhappy with the response or feel unable to approach staff directly then email our Office Manager [email protected]  or call 01292 270240 or write to

Scottish Care
25 Barns Street
Ayr
KA7 1XB

Whatever method you choose, the matter will be dealt with in the same way.

What happens next?

In the case of a complaint,  we respond to you within 3 working days, informing you who is dealing with it and how long the investigation will take.

We aim to resolve complaints within 10 working days.  However,  some complaints take longer to investigate and when they do, we will contact you to advise you when you can expect a response from us.

All comments and complaints will be recorded by Scottish Care and used to help us improve our services.

What if I’m unhappy with the response?

If you have made a complaint and are unhappy with the response you receive, you can write to Scottish Care’s Chief Executive, who will look at the situation and decide if further action is needed.

If you are still unhappy, you can write to the Chair of the Executive Committee, who will look at the situation again and decide if any further action is needed.

You can contact the Chief Executive and Chair of the Executive Committee at the address above.