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Complaints 

What to do if I have a complaint?

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We value feedback and use complaints as a vital tool to enhance our services.
If something goes wrong or if you are dissatisfied with our services, please
let us know. This section outlines our complaints procedure, how to submit a
complaint, and what you can expect from us.

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What is a Complaint?

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A complaint is an expression of dissatisfaction regarding our actions or
inactions, or the quality of services provided by us or on our behalf.

  • Delays in responding to your inquiries and requests

  • Failure to deliver a service as agreed

  • The standard of the service provided

  • Dissatisfaction with our policies and procedures

  • The conduct or attitude of any staff member

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What Cannot Be Addressed
Through Our Complaints Procedure?

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Our complaints procedure does not cover:

  • Routine first-time requests for service, such as reporting a problem that
    requires initial action

  • Requests for compensation related to issues currently in court or already
    adjudicated by a court or tribunal

  • Attempts to re-open a previously concluded complaint or to reconsider a
    final decision made in Stage 2

If other procedures or avenues for appeal might help resolve your concerns, we will provide information and advice to assist you.

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Who Can Complain?

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Anyone can make a complaint, including representatives of those dissatisfied
with our service.

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How Do I Complain?

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You can complain in person, by phone, in writing, or by email (Complaints@invercare.co.uk). For quicker resolution, address complaints directly with our staff, who may resolve issues immediately. Please provide:

  • Your full name and address

  • Details of the complaint

  • What went wrong

  • How you would like us to resolve it

Complaint Form

How Long Do I Have to Complain?

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You must submit your complaint within 6 months of the event or discovering the issue, but no later than 12 months after the event. In exceptional cases, we may accept complaints outside this timeframe. Contact us if you believe this applies to your situation.

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What Happens After I Complain?

Our goal is to address your concerns effectively and promptly.

Stage 1 – Frontline Resolution:

We aim to resolve complaints quickly and close to where the service was provided, often within 5 working days. If unresolved, you can request further investigation through Stage 2 within 5 working days of our response.

Stage 2 – Investigative Resolution:

For unresolved or complex complaints, we will acknowledge receipt within 3
working days, discuss your concerns, and provide a full response within 20
working days.

What If I Remain Unhappy?

You have the right to contact the Local Authority, Care Inspectorate, or the Scottish Social Services Council at any stage of the complaints process. Once our investigation is complete, if you are still dissatisfied, we will remind you of your right to escalate the matter to these bodies.

If our investigation extends beyond 20 working days, we will inform you of the delay, agree on revised timeframes, and keep you updated on our progress.

What If the Investigation Takes Longer Than Expected?

You can reach the Care Inspectorate at:

Phone: 0345 600 9527
Website: www.careinspectorate.com
Email: enquiries@careinspectorate.com

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