Comments, complaints or suggestions
Feedback from service users and carers enables us to shape our services to their needs. If you would like to make a comment, complaint or suggestion about North Ayrshire Health and Social Care Partnership, or North Ayrshire Integration Joint Board, you can do so online:
Make a comment or complaint
or use the contact details at the foot of this page.
We have a 2 stage complaints procedure. We will always try to deal with your complaint quickly. If it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.
Stage 1 – Frontline resolution
We will always try to resolve your complaint quickly, within 5 working days if we can. Staff in our public facing offices are able to help with comments, complaints and suggestions.
If you are dissatisfied with our response, you can ask us to consider your complaint at Stage 2.
Stage 2 – Investigation
We will look at your complaint at this stage if:
- you are dissatisfied with our response at Stage 1: Frontline resolution
- you refuse to co-operate with Stage 1: Frontline resolution
- the issue raised is complex and requires detailed investigation
- the complaint has been identified as serious, high risk or high profile.
We may look at complaints immediately at Stage 2, if it is clear that they are complex or need detailed investigation.
We will acknowledge your Stage 2 complaint within 3 working days and will give you our decision as soon as possible. This will be after no more than 20 working days, unless there is clearly a good reason for needing more time.
Scottish Public Services Ombudsman (SPSO)
If, after receiving our final decision on your complaint, you remain dissatisfied with our decision, or the way we handled the complaint, you can ask the SPSO to consider it. We'll tell you how to do this when we send you our final decision.
Customer guidance is available in our Complaints Handling Procedure (PDF, 480kb).
If you have a specific complaint about the provision of health and social care you should contact the Care Inspectorate.