Complaints
The manager is responsible for the thorough investigation of all complaints and will take responsibility for ensuring that investigations undertaken by others are in line with the best practice standards required.
Policy: Complaints Policy
Manager: Mary Dowdalls
- Address:
- Hogganfield Loch Care Home
- 1791 Royston Road
- Millerston
- Glasgow
- G33 1AF
Tel: 0141 770 9594
Email: HogganfieldLoch@citcltd.com
Wherever possible the investigation will be completed within 28 days of receiving a formal complaint. If the investigation is to exceed this period, the manager will write to the complainant informing them of an extended conclusion date.
Following the completion of the investigation, the complainant will be provided, in writing or verbally where appropriate, with the findings of the investigation.
Where the complainant remains dissatisfied with the outcome of the investigation this can be referred to the Director of Care Services
Informal Complaints
Informal complaints will be resolved in a timely and effective manner. Where this does not happen to the satisfaction of the complainant, they will be offered the opportunity to elevate the informal complaint to become a “Formal Complaint”.
Formal Complaints
Formal complaints should be made in writing using the Complaint Form or by sending a letter to the manager in which the writer states that they wish to make a complaint.
SCSWIS Contact
If we are unable to resolve your complaint you can contact our SCSWIS officer:
- Charlie Buckle
- SCSWIS Officer
- 4th Floor
- No1 Smithhills Street
- Paisley
- PA1 1EB
Tel: 0141 843 4230