Comments, suggestions or complaints

Alzheimer Scotland aims to provide high quality services and support for people with dementia and their carers at all times, but we know that sometimes we may get things wrong or there may be things we could do better.

We welcome feedback on all aspects of our work, particularly if something has gone wrong so we can fix it or make improvements. We will treat your complaint with confidentiality and will treat you fairly.

Below tells you how to complain if you feel:

• we have done something wrong;
• we didn’t do something that we should have done;
• we provided you, or someone you care for, with a poor quality
  service; or
• we treated you, or someone you care for, unfairly, unethically
  or discourteously

What can you do?

You can make a complaint yourself or ask a friend, relative or supporter to help you.

Informal approach

Often, the quickest way to deal with something you are unhappy about is to talk informally to the staff member or service involved. They will try their best to resolve any concerns you raise. If that doesn’t work, or if you don’t feel comfortable about doing
this, you can make a formal complaint. This leaflet tells you how.

Making a formal complaint

You should write to:

The Regional Manager or relevant National Office Manager (see contact details)

You should say clearly:

• what went wrong
• when and where it happened
• who was involved
• what you would like to see happen.

Who can help you?

If you would like help making your complaint, you can get help from:

• Social Care and Social Work Improvement Scotland
• local advocacy or advice organisations
• your local social work department
• Citizens Advice Bureaux
• Alzheimer Scotland staff.

What happens next

When we receive your formal complaint, we will:

• acknowledge it in writing (within 5 working days)
• investigate your complaint (within 20 working days)
• write to you with the outcome of the investigation and also tell you about any further action you can take.

If you are still unhappy

If you are not happy with the outcome of your complaint, there are further steps you can take. These are explained in our Complaints Procedure.

Comments or suggestions

You may not want to complain about us, but may wish to make comments or suggestions about our work, to help us improve.

The local Service Manager, Regional Manager or any National Office Manager will welcome your comments and ensure you are told about any action taken as a result.

Other organisations

Depending on what your complaint is about, there are other organisations you can complain to. You can do this as well as complaining to us, or instead.

• If you have an unresolved complaint about the Dementia Helpline, you can complain to The Helplines Association, 4th Floor, 9 Marshalsea Road, Borough, London SE1 1EP, Phone 020 7089 6321 or 0845 120 3767 (lo-call),
  Email: info@helplines.org.uk
• If you are complaining about our local services, such as day care or home support services, you can complain to your local authority social work department. Their address is in the phone book under your local council, or you can get it from the Dementia Helpline on 0808 808 3000 or from your local Alzheimer Scotland office. Every social work department has a complaints procedure.
• You can also complain to Social Care and Social Work Improvement Scotland (SCSWIS). SCSWIS has taken over the role of the former Care Commission and inspects, regulates and supports improvement of care and social work services across Scotland, including most of our services. You should contact SCSWIS at Compass House, 11 Riverside Drive, Dundee DD1 4NY, Phone 0845 600 9527 (lo-call) or 01382 207100, Email: enquiries@scswis.com