Make a complaint about a registered care service

You should make a complaint about a care service in Scotland any time you’re worried about the quality of care being provided, or when something doesn’t feel right. This includes concerns such as:

  • Poor standards of care, for example, if someone’s needs aren’t being met or the care doesn’t feel safe.

  • Rights not being respected, if a person using the service, or their family, feels their dignity, choice, or wellbeing isn’t being upheld.

  • Unsafe or inappropriate practices – including concerns about staff behaviour, training, conduct, or how care tasks are carried out.

  • Worrying patterns or repeated issues – for example, things that keep happening even after raising them informally.

Research shows that people can be reluctant to make complaints because they concerned about repercussion.  In order to support this, you can raise complaints in the following ways. 

You do not need to complain to the care service first, you can come straight to us if you prefer. In order to support this you can raise a complaint confidentially or anonymously.

However, if you feel comfortable, speaking to the manager first can sometimes resolve the issue quickly.

Submit a complaint about a care service

How to make a complaint about individuals

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. They can 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.