Complaints Procedure

SX aims to deliver services professionally and to high standards. However occasionally you may feel that we have not done this and you would like to complain.  The following explains how you can do this.

Stage 1 – The Complaints Process

Your complaint should be made to the Project Manager. They will make sure the complaint is written down if you have not done this yourself.

The manager will write to you within 7 working days acknowledging receipt of your complaint.

The manager will ask to meet with you and the staff members involved within 20 working days. At this meeting you may bring a friend or representative who is there to support and assist you.

Hopefully this meeting will resolve your complaint.

NB: If your complaint is against the Project Manager, you should register it with the Chief Executive of Waverley Care.

Stage 2 – The Appeal Process

If you do not feel your complaint has been satisfactorily dealt with during the complaints process you can appeal.

Your appeal should be made to the Chief Executive of Waverley Care who will act as the Complaints Officer. If Waverley Care’s Chief Executive heard your original complaint, your appeal should be referred to Waverley Care’s Board of Trustees.

The Complaints Officer will hear the appeal and will follow the same process as steps b) and c) of the stage 1 complaints process above. The decision of the Complaints Officer will be Waverley Care’s final decision.

The External Complaints Process

Depending on what your complaint is about, you may also be able to complain to NHS Lothian which funds SX. You can do this instead of, or as well as, complaining to us.

NHS Lothian’s contact details are:

Complaints Officer
Waverley Gate
2-4 Waterloo Place
Edinburgh EH1 3EG

Tel: 0131 536 3370