How we deal with complaints about care

Last updated: 21 May 2026

What is a complaint?

We define a complaint as:

‘An expression of dissatisfaction by a person receiving care or support from a registered care service or from one or more members of the public about the care and/or support of an individual or individuals by a registered care service.’

A complaint may relate to:

  • 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

How we deal with complaints about care

We are not able to deal with, or investigate complaints that fall under the remit of other organisations such as:

  • 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 part of our remit or is better dealt with by another organisation, we will let you know how you can get in touch with the relevant organisation.