Comments, complaints or suggestions
Feedback from service users and carers helps us to shape our services to their needs. To make a comment, complaint or suggestion about the Health and Social Care Partnership (HSCP), have a look at our listening and learning leaflet (PDF, 4.41mb). Alternatively you can submit your comments or suggestions online via contact us.
HSCP complaints procedure
Whilst the council has a centralised complaints handling team, the HSCP retains its own complaints procedure, as follows:
Stage 1 – Informal Complaint
You should speak to the staff of the particular service. They will try to resolve the matter for you quickly and informally 'on the spot'. You can also use the Customer Comments form attached to our listening and learning leaflet (PDF, 4.41mb), write a letter or send comments electronically using the contact us facility on our website.
Stage 2 – Formal Complaint
If a complaint cannot be resolved right away, or if you are still unhappy following stage 1, or if you specifically request a written response, we will investigate the matter and respond in writing.
Stage 3 – Review
If you remain unhappy following stage 2, you can request a review of your complaint. This will be conducted by our Director/Head of service. Your request should be made within 1 month of receiving the Stage 2 response.
Timescale for response
We aim to acknowledge formal complaints, at each stage, within 3 working days and give you our response within 20 working days.
Complaint review committee
Following Stage 3 in the case of complaints about the HSCP you can request that the complaints review committee looks into the matter.
Your request should be made within 1 month of receiving the Stage 3 response. You have the option to complain to the Scottish Public Services Ombudsman.
Scottish Public Services Ombudsman (SPSO)
The Scottish Public Services Ombudsman (SPSO) can investigate complaints against the council if you believe you have suffered injustice, or hardship, as a result of a poor service we have delivered or our failure to deliver a service. Some restrictions normally apply:
- You must first have exhausted the council's complaints process
- You must make your complaint to the SPSO within 12 months of becoming aware of the matter
The SPSO's service is independent, impartial and free:
When an issue involving North Ayrshire Council is investigated by the SPSO a report will be produced, which can be accessed on the SPSO website.
The Care Inspectorate is the independent regulator of social care and social work services across Scotland.