Complaint Policy

Policy statement

Selah Home Care welcomes complaints, concerns, comments, and compliments because they help the service identify what is working well and what needs to improve.

People who use the service, relatives, representatives, staff, professionals, and members of the public can raise concerns without fear that doing so will affect the quality of care provided.

Aims

• Make it easy to raise a complaint in person, by phone, by email, or in writing.
• Treat complaints seriously, fairly, sensitively, and confidentially.
• Acknowledge complaints within 5 working days where a written response is required.
• Investigate and respond as promptly as possible, normally within 20 working days unless the matter is complex.
• Use complaint learning to improve care, communication, and service procedures.

How to complain

A complaint can be made verbally, by phone, by email, or in writing. Staff receiving a complaint must record the key details, confirm how the person would like to be contacted, and pass the concern to the manager or senior person on duty.

Complaints should be made as soon as possible so that facts can be checked while information is still clear. Selah will still consider older concerns where it is reasonable and possible to investigate them.

Stage 1: local resolution

Where appropriate, minor or straightforward concerns should be resolved quickly and locally. Staff must remain polite, professional, and focused on what would put things right.

Even where a concern is resolved informally, the issue and action taken should be recorded so that patterns can be identified.

Stage 2: formal complaints

Serious or written complaints are managed by the Registered Manager or another appropriate senior person. The complaint will be acknowledged, investigated, and responded to in writing.

If a complaint is made on behalf of another person, Selah may need to confirm consent or legal authority before sharing personal information. Where legal proceedings have started, the internal complaint process may be paused while advice is taken.

External routes

People can contact the Care Inspectorate at any time about a registered care service. If a person remains dissatisfied after the relevant external complaints process, they may be able to contact the Scottish Public Services Ombudsman.

Where a complaint involves mental health, incapacity, or welfare concerns, the Mental Welfare Commission for Scotland may also be relevant.

Learning and review

Complaints are reviewed by management to identify learning, service improvements, training needs, or changes to procedures. The complaints process is reviewed regularly so it remains accessible and effective.