How to make a complaint about the Care Inspectorate

We will try to resolve complaints to the satisfaction of the complainant wherever this is possible. Where this isn’t possible, we will give the complainant a clear response to each of their points of complaint. We will always try to respond as quickly as we can (and on the spot where possible). Our complaints procedure has two stages:

• Stage 1: Frontline response

• Stage 2: Investigation

If the complainant remains dissatisfied after stage 1, they can request their complaint is considered again at stage 2. If the complaint is complex enough to require an investigation, we will progress the complaint through stage 2 from the beginning.

For detailed guidance on our process, please refer to our Procedure for complaints about the Care Inspectorate and our Guidance for staff on supporting our procedure for complaints about the Care Inspectorate.