Complaints Procedure

It is hoped that any concerns, comments or complaints in relation to the work of Jewish Care Scotland (JCS) are resolved at an informal level. We would therefore encourage you to discuss your situation with any member of staff, or the manager of the service, who will take your concerns seriously and work to ensure that the matter is resolved to your satisfaction.

However, where this is not possible, or you feel that you would like to make a formal complaint, you can do so verbally to any member of staff, or you can make a complaint in writing to the addresses below.

Jewish Care Scotland will investigate every complaint fairly and without prejudice, with the aim of resolving the matter as quickly and satisfactorily as possible.

Written complaints can be made to:

The Complaints Officer
Jewish Care Scotland
The Walton Community Care Centre
May Terrace
Giffnock
Glasgow
G46 6LD

T: 0141 620 1800

Whilst we encourage you to first raise your complaint with our staff at Jewish Care Scotland, you can also make a complaint in relation to any aspect of care related to the JCS Wellbeing Hub at:

The Care Inspectorate
Compass House
11 Riverside Drive
Dundee, DD1 4NY

T: 0345 600 9527

Similarly, if your complaint is related to the dishonest or misappropriation of charitable funds or actions which threaten or contravene the charities Articles of Association or charity law, you can contact:

Office of the Scottish Charity Regulator (OSCR)
2nd Floor, 8 Quadrant House
9 Riverside Drive
Dundee DD1 4NY
T: 01382 220446
W: www.oscr.org.uk

All health and social care services in Scotland have a duty of candour. This is a legal requirement which means that when things go wrong and mistakes happen, the people affected understand what has happened, receive an apology, and that organisations learn how to improve for the future.

 

An important part of this duty is that we provide an annual report about the duty of candour in our services. This short report describes how our care service has operated the duty of candour during the time between 1 April 2021 and 31 March 2022. We hope you find this report useful.