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Complaints procedure

We have a two-stage complaints procedure. We will always try to deal with your complaint quickly. We will tell you and keep you updated if it is clear that the matter will need a detailed investigation.

You can make a complaint in person, by phone, by e-mail or in writing.

Stage one - frontline resolution

We'll always try to resolve your complaint quickly, within five working days if we can. If your complaint is complicated we might move to Stage 2 straight away.

Complaints to Social Work Services may take a further 5 days to resolve. This will only happen in exceptional circumstances and we'll get your agreement first.

Most complaints are resolved at this first stage but you can ask us to consider your complaint at Stage 2 if you're dissatisfied with our response.

Stage 2 - investigation

We'll acknowledge your complaint within 3 working days and discuss it with you to understand why you are still dissatisfied.

We'll then give you our decision within 20 working days unless there is clearly a good reason for needing more time.

Stage 3 - review panel (social work complaints only)

Social work service users have a legal right to a further stage of the complaints handling procedure if they're dissatisfied with the outcome of a Stage 2 investigation.

Stage 3 involves an independent Complaints Review Panel reviewing the points of the complaint you're still dissatisfied with. We aim to hold the panel within 28 calendar days of receiving confirmation of dissatisfaction.

We'll prepare a report on the panel's findings and recommendations which will be considered at the next meeting of our Social Work Services Committee. We'll let you know the outcome within 5 working days of the committee meeting.

Scottish Public Services Ombudsman (SPSO)

You can speak to the SPSO if you're still unhappy after receiving our final decision or are dissatisfied with the way we handled your complaint. You must complete our procedure before the SPSO can look at your complaint.

Further information

We've developed our complaints handling procedures in line with SPSO guidance and feedback from customers.

Page last updated: 19/05/17