Our complaints procedure

Last updated: 22 April 2026

There are some complaints that the Care Inspectorate is not able to look into. These include:

  • Issues that should be handled by another organisation.
    For example, matters that fall under the remit of a local authority, the NHS, the SSSC, the police, or another regulator.

  • Requests for compensation.
    We cannot award financial compensation.

  • Matters that are currently in court or have already been decided by a court or tribunal.

  • Complaints that the care service has already upheld and has taken action to improve.

  • Staff employment issues, such as contracts, grievances, or working conditions.
    These should be managed through the employer’s HR processes.

  • Allegations of discrimination (for example, race or disability) that take place before someone receives care or support from a registered service.

  • Complaints about social work decisions or decisions about commissioning or contracting a service.

  • Attempts to reopen a complaint we have already fully investigated and where a final decision has been issued.

  • Child or adult protection concerns.
    We will pass these to the appropriate authority, such as social work services or the police.

  • Possible criminal offences.
    These will be referred to Police Scotland or another relevant authority.

If your complaint is not something we can look into, or if another organisation is better placed to help, we will explain this and let you know who to contact.