How we deal with complaints about care

What happens when you contact us

We will assess all complaints received. If we agree your concern is a complaint, we will begin our complaints procedure and within three working days, we will acknowledge your complaint. Following this a complaints inspector will determine the appropriate action. We will contact you at this stage to listen to you, discuss your complaint and ensure we have sufficient information to assess your complaint.

It is for us to determine if the information provided meets our complaint criteria, what elements of the complaint we will investigate, including how these are worded and the appropriate way of handling your complaint using our complaints pathways, shown on the following pages.

Our decision will be final and there is no right of appeal.

If you are unhappy with the service you have received, or you do not believe we have followed the correct process you may submit a complaint against us. This would be dealt with by our professional standards department. Our procedure for handling complaints about the Care Inspectorate explains what to do if you are unhappy about the way we handled your complaint.