Our service, your views

We are committed to providing high quality services but we understand that there may be times when we could have provided a better service or done things differently.

It is important that if this happens you feel able to tell us. We take all complaints seriously and see them as an opportunity to improve our services.

How can I make a complaint?

You can make a complaint in a number of ways:

  • By telling your Support Worker
  • By talking to the Manager of the service
  • By calling us on 0330 303 0302
  • By completing our online feedback form

You can ask a family member, another professional who supports you, an advocate or anyone else who knows you well to make a complaint on your behalf

The manager of the service which supports you will write to you acknowledging your complaint within five days of receiving it.

Your complaint will not be discussed with anyone who does not need to know.

Investigation

In order to investigate your complaint the manager may need to meet with you. You are welcome to have a family member, friend or advocate with you at the meeting.

The investigation will take no more than 28 days from receiving your complaint. If the manager expects the investigation to take longer than that they will contact you again and let you know this.

If your complaint is upheld or partially upheld you will receive an apology from us and we will let you know what we are going to do to put things right and make sure the same mistakes do not happen again.

Outcomes

If you are unhappy about how your complaint was investigated or what the outcome was you can appeal. Another manager will investigate your grounds for appeal and determine whether the complaint was dealt with fairly and reasonably.

All LinkLiving services keep a log of complaints and this information is made available to the Care Inspectorate, Local Authorities and LinkLiving’s Board of Directors.  If you do not feel able to complain directly to LinkLiving you can complain directly to the Care Inspectorate.

You can:

  • fill in an online form on its website
  • write to Stuart House, Eskmills, Musselburgh, EH21 7PB
  • Telephone: 0131 653 4100

The Care Inspectorate regulates our services and ensures that we are meeting the National Care Standards.

You do not have to give your name if you are making a complaint but this may make it more difficult to investigate the complaint fully.

The Care Inspectorate investigates all complaints they receive and this may involve talking to you, talking to LinkLiving managers and staff and talking to others who know you.

If the Care Inspectorate upholds a complaint the service which supports you will have to make changes to how the service is provided.