Complaints Policy


Edinburgh Carers Council always strives to provide quality services and, where we get things wrong, we will try to ensure that we take on board areas where we can learn and improve our work. We would actively encourage comments or suggestions about our service and these can be given anonymously. We will always use them to reflect and make appropriate changes. Comments and suggestions can be made to any member of staff. These will be considered by the Manager and/or Trustees and you will be told of any actions which follow from these if you have given your contact details. We can only give feedback if you declare who you are.

Any negative comments can be formally looked at through the ECC Complaints Procedure outlined below;

Edinburgh Carers Council recognises that a complaint may be about lack of quality service, failure to deliver what was agreed, or a situation where someone has been treated unfairly or unethically. This can also cover a group as well as individuals.

How to make a formal complaint;

We understand that it may not be easy to complain so we have a complaints form  which we can post or email to you. You can also complain in person, in writing or by phone. We will always record your complaint and check with you whether your points have been recorded accurately. You can complain yourself or ask someone to do it on your behalf.

Stage 1 – Discussion with Staff

It is important that complaints which can be addressed effectively through speaking to the staff team are dealt with quickly. Staff will record for the record and let you know how your dissatisfaction will be addressed. In some situations, you may not feel comfortable complaining directly to a member of staff. Please then go straight to Stage 2 of the Complaints Procedure.

Stage 2 – Written complaint to ECC Coordinator

If the response from Stage 1 is not satisfactory, or you do not want to speak to a member of the staff team, you can put your complaint in writing to the ECC Coordinator.  Please outline as clearly as possible what you are complaining or concerned about. Please give details of time and place if relevant and also who was involved.

It is very helpful for us if you can say what you would like to see happen as a result of your complaint This will help us conduct a thorough review.  Please also include your address and a daytime telephone number, and email if you wish, so that we can contact about your complaint.

The ECC Coordinator will contact you to discuss your complaint (within five working days).  They will listen to the nature of your complaint and let you know how they intend to investigate this.

If any meeting related to your complaint is required, you may attend alone or with a supporter or advocacy worker.

We normally aim to conclude our investigation and resolution of your complaint within 20 working days.  Sometimes this may take longer but you will be kept informed of the reasons for any delay. The ECC Coordinator will write to you to explain the outcome of the investigation and if there are any areas of practice that we have changed or improved. If following the outcome of the investigation by the ECC Coordinator you are still unhappy you can then refer your complaint to the ECC Management Committee who will investigate how your complaint has been handled and the outcome of it. We will inform you if your complaint has been upheld.

Stage 3 – Written complaint to the ECC Management Committee

If you are unhappy with the outcome you can take your appeal to the Management Committee.  To do this write to the Chair outlining why you are dissatisfied with the outcome of the investigation of your complaint.  The Chair will arrange for a review of the complaint and the process of investigation within 30 days.

Once the review is complete the Chair will contact you to explain the facts and findings of the case and any proposed actions they intend to take to deal with the situation.

Complaining to other organisations

Your complaint may also be considered by NHS Lothian

If you want to complain in writing, NHS Lothian’s contact details are:
Complaints Officer
Waverly Gate
2-4 Waterloo Place

You can also phone the NHS Lothian Complaints Team on 0131 536 3370.

You can email a complaint to:  For further information about the NHS Lothian complaints procedure visit its website at and follow link on ‘Your Rights’.

You can contact the City of Edinburgh Council Commissioning Team on  0131 553 8395 to make it aware of your concerns.

Who can help you make your complaint?
If you would like help making your complaint, you can get help or advice from the Citizens Advice Bureau, or through an advocacy organisation in Edinburgh. There are protocols between advocacy organisations for this to ensure you have an independent advocate without conflicts of interest.

Policy agreed by ECC Trustees                                

DATE: November 2018

Review date: November 2021