Tell us your views
You can raise a concern or complaint, or tell us something good about your service, by using this form, or emailing us on firstname.lastname@example.org. Or you can call the office on 0131 475 2315.
How to complain about your service
Below is a list of frequently asked questions about complaints.
A complaint is when you tell us you are unhappy with your service and you want something to change.
No. You can ask someone to make a complaint for you. This could be a family member, friend, advocate or even your support worker.
The complaint can be made to your Team Manager. You (or your representative) can do this in person, over the phone, by letter or by email. We call this an informal complaint.
Your Team Manager will speak to you about your complaint within 1 week. It your Team Manager has not been able to fix the problem within 1 week, they will let you know how long they think it will take.
Hopefully, your Team Manager will be able to resolve the issue for you.
Most complaints can be dealt with by the Team Manager. If you don’t think your Team Manager has resolved your complaint, you can make a formal complaint.
A formal complaint is a complaint that is dealt with by Robert (The Action Group Chief Executive). You can phone Robert, write to him, or send him an email.
Robert will ask a member of the Quality Team, or another manager, to look into the issue for him. Robert will get back to you within 3 weeks.
If Robert thinks it will take longer than 3 weeks, we will get in touch and explain the reasons why.
If you are still unhappy about the formal complaint, you can ask for Board of Directors to see your complaint. They will try and get back to you within 3 weeks.
Yes! If you receive a Support Service from The Action Group you can speak to the Care Inspectorate, Mental Welfare Commission or Social Work department for your area.
Other places that can help with complaints
There are other organisations you can go to if you are not happy with the way we have dealt with a complaint.
The Care Inspectorate
Scottish Social Services Council