Integration Joint Board: Complaints Handling Procedure

Integration Joint Board: Complaints Handling Procedure

The Integration Joint Board values comments and complaints about the health and social care functions for which we are responsible and will use information from them to help us to improve what we do. We want to hear from you if you have any comments or wish to complain. To assist you to make a complaint we have developed a Complaints Handling Procedure which sets out how we will handle complaints.

If you wish to make a complaint, suggestion, compliment or general query about the Integration Joint Board, our work, or our decisions online, please do so by following the guidance set out and completing the online form. However, you can also choose to do so by writing, phoning, emailing or in person at our office and our address and contact details are provided above.

We operate a two stage process for complaints. We will always, firstly, attempt to resolve complaints at the frontline. Typically these will be issues which are straight forward and which can be resolved with little or no investigation. Secondly, where an investigation is necessary if, for example, the issue you wish to raise is complex, serious or high risk, we will investigate and respond within 20 working days.

If you remain dissatisfied with our response after this two stage process, you can complain externally to the Scottish Public Service Ombudsman (SPSO) and details of their contact details are provided within our Complaints Handling Procedure.