How to make a complaint
ELCAP aims to provide high quality services, but we recognise that we can get things wrong.
There may be times when we could have provided a better service or done things differently. If this happens, it is important that you feel able to tell us.
Suggestions and complaints help us understand what’s not working well and enable us to make improvements.
You can make a complaint by:
- Telling your Support Practitioner
- Talking to the manager of the service
- Calling us on 01875 814 114
- Emailing firstname.lastname@example.org
- Sending a letter to:
ELCAP, Woodbine Cottage, West Loan, Prestonpans, East Lothian EH32 9WU
You can ask other people to help you with your complaint or make the complaint on your behalf.
People who may help you include:
- A family member
- A friend
- An independent advocate
- Another professional who supports you
- Anyone else who know you well
When you are making a complaint, it is helpful if you can:
- Tell us what you are unhappy about
- Let us know what you would like us to do differently
How we investigate complaints
We will acknowledge all complaints within seven days.
We will not discuss your complaint with anyone who does not need to be involved.
Wherever possible, we will respond to your complaint within 21 days. If it will take longer than this to investigate your complaint, we will let you know.
In order to investigate your complaint, a manager may need to meet you. You are welcome to have a family member, friend or advocate with you.
What we do if your complaint is upheld
If you complaint is upheld, fully or in part, you will receive an apology from us. We will let you know what we have learned from your complaint and what we will do to put things right.