You can make a complaint yourself or ask someone to do it on your behalf. You can complain in writing, by telephone, fax, e-mail or in person. Please help us to give you a prompt and accurate reply by including the following information when you contact us:
- your name and address
- a contact telephone number (and/or email address if you have one)
- full details of your complaint.
Stage1: Complain to your Sacro worker or service manager
In the first instance, please contact either the Sacro worker you have been dealing with, or the manager in your local office, who will try to resolve your complaint.
Stage2: Complain to a senior manager
If you do not wish to do this or are unhappy with the outcome or the way in which your complaint was handled, please provide details to us at Sacro National Office where your complaint will be dealt with by the appropriate service manager.
Stage3: Complain to the Chief Executive
If you are still not happy about the outcome or the matter remains unresolved, you can ask for a review of your complaint. You can do this by contacting the Chief Executive. At this stage, complaints should be in writing.
Stage4: Consult a third party
Any complaint, which cannot be resolved at this stage, may upon request be passed to a third party for consideration and, if appropriate, for mediation.
The Care Inspectorate
Please note: where a Sacro Service is registered with the Care Inspectorate, you have the right to complain directly to them at any time if you feel the service provided by Sacro has been unsatisfactory.
The Care Inspectorate can be contacted at:
Compass House, 11 Riverside Drive, Dundee DD1 4NY
Tel: 0845 600 9527, Fax: 01382 207289
Further information and an online complaints leaflet, can be found on the Care Inspectorate’s web site at www.careinspectorate.com