Make a complaint about a registered care service

When people have a complaint about a care service, it can be beneficial to raise this with the manager of the service in the first instance.  This is often the quickest way to resolve a problem. Handling complaints close to the point of service delivery means the service can deal with them locally and quickly, so they are less likely to escalate to the Care Inspectorate.

However, when people remain concerned about the standard of care provided by a registered service or they are concerned about raising their complaint directly with the service, they can raise this with us. We will ensure that complaints are addressed properly and in good time.  

We look closely at all information given to us when people tell us they are not receiving good care.  We also take account of the care service’s history. Then we assess how to resolve your complaint appropriately.

A complaint can be about: 

• inadequate standards of care

• failure to uphold the rights of a person using a service, or their relatives or carers.

• a care service's failure to follow appropriate safe care practices.

• the practice of staff, including treatment by, or conduct of, a member of staff, fitness of staff, inadequate staff training and staff numbers or deployment.

Complaints we are unable to deal with or investigate:  

• we are not able to deal with complaints that fall under the remit of other organisations. 

• a request for compensation

• issues that are in court or have already been heard by a court or tribunal.

• a complaint that has already been upheld by the care service and action taken to change/improve practice.

• staff employment issues that are covered by contract, grievance and employment conditions.

• allegations of discrimination, for example race or disability, prior to someone receiving care or support from a registered service. 

• complaints about social work decisions or contracting with a care service.

• an attempt to reopen a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision.

• child and adult protection issues – we will refer complaints of this nature to the relevant authority, such as social work agencies or the police.

• criminal offences - we will refer complaints of this nature to the relevant authority, such as Police Scotland.

If your complaint is not within our remit or would be better dealt with by another organisation, we will let you know how you can get in touch with the relevant organisation. 

Research has evidenced that people can be reluctant to make complaints because they concerned about repercussion.  In order to support this, you can raise complaints either confidentially or anonymously. However, if you feel comfortable, speaking to the manager first can sometimes resolve the issue quickly.