Complaints Handling Procedure
The Moray Integration Joint Board (MIJB) welcomes all forms of feedback, including complaints.
Complaints give us valuable information we can use to continuously improve services, the experiences and satisfaction of people along with their families and carers.
Our Complaints Handling Procedure reflects the MIJB’s commitment to serving the public by valuing complaints.
It seeks to resolve issues through local, early resolution and, where necessary, to conduct thorough, impartial and fair investigations of complaints. This will enable us to address dissatisfaction and should prevent the problems that led to the complaint from occurring again.
Handled well, complaints give the public a form of redress when things go wrong. For our staff, complaints provide a first-hand account of people’s views and experiences, and can highlight issues we may otherwise overlook.
The MIJB’s definition of a complaint is:
“An expression of dissatisfaction by one or more members of the public about the MIJB’s action or lack of action, or about the standard of service the MIJB has provided in fulfilling its statutory responsibilities.”
A complaint may relate to dissatisfaction with the:
Our Complaints Handling Procedure, which complies with the Scottish Public Sector Ombudsman’s guidance, aims to help us 'get it right first time’.
Complaints give us valuable information we can use to continuously improve services, the experiences and satisfaction of people along with their families and carers.
Our Complaints Handling Procedure reflects the MIJB’s commitment to serving the public by valuing complaints.
It seeks to resolve issues through local, early resolution and, where necessary, to conduct thorough, impartial and fair investigations of complaints. This will enable us to address dissatisfaction and should prevent the problems that led to the complaint from occurring again.
Handled well, complaints give the public a form of redress when things go wrong. For our staff, complaints provide a first-hand account of people’s views and experiences, and can highlight issues we may otherwise overlook.
The MIJB’s definition of a complaint is:
“An expression of dissatisfaction by one or more members of the public about the MIJB’s action or lack of action, or about the standard of service the MIJB has provided in fulfilling its statutory responsibilities.”
A complaint may relate to dissatisfaction with the:
- MIJB’s policies;
- MIJB’s decisions;
- Administrative or decision-making processes followed by the MIJB.
Our Complaints Handling Procedure, which complies with the Scottish Public Sector Ombudsman’s guidance, aims to help us 'get it right first time’.
Key documents:
| How to complain: a guide |
| MIJB Complaints Handling Procedure |
How to complain
If you have any comments, suggestions or wish to make a complaint to the Moray Integration Joint Board, please contact:
The Complaints Officer
The Moray Integration Joint Board
The Moray Council Offices
High Street
Elgin
Moray IV30 1BX
Email: complaints@moray.gov.uk
What happens when you have made a complaint
Our complaints process provides two opportunities to resolve complaints internally.
1. Frontline resolution - for issues that are straightforward and easily resolved, requiring little or no investigation.
We will consider your complaint and respond to you within five working days or less.
2. Investigation - for issues that have not been resolved at frontline or that are complex, serious or high risk.
We will acknowledge your complaint within three working days. We will provide a full response to your complaint as soon as possible and not later than 20 working days from receipt of your complaint.
If timescales require to be extended we will agree these with you.
Independent external review
If you remain dissatisfied you have the right to complain to the Scottish Public Services Ombudsman.
The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about public services in Scotland. This includes complaints about the Scottish Government, NDPBs, agencies and other government sponsored organisations. If you remain dissatisfied with an organisation after its complaints process, you can ask the SPSO to look at your complaint.
The SPSO cannot normally look at complaints:
The SPSO's contact details are:
SPSO
4 Melville Street
Edinburgh
EH3 7NS
Freepost SPSO
Freephone: 0800 377 7330
Online contact http://www.spso.org.uk/contact-us
If you have any comments, suggestions or wish to make a complaint to the Moray Integration Joint Board, please contact:
The Complaints Officer
The Moray Integration Joint Board
The Moray Council Offices
High Street
Elgin
Moray IV30 1BX
Email: complaints@moray.gov.uk
What happens when you have made a complaint
Our complaints process provides two opportunities to resolve complaints internally.
1. Frontline resolution - for issues that are straightforward and easily resolved, requiring little or no investigation.
We will consider your complaint and respond to you within five working days or less.
2. Investigation - for issues that have not been resolved at frontline or that are complex, serious or high risk.
We will acknowledge your complaint within three working days. We will provide a full response to your complaint as soon as possible and not later than 20 working days from receipt of your complaint.
If timescales require to be extended we will agree these with you.
Independent external review
If you remain dissatisfied you have the right to complain to the Scottish Public Services Ombudsman.
The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about public services in Scotland. This includes complaints about the Scottish Government, NDPBs, agencies and other government sponsored organisations. If you remain dissatisfied with an organisation after its complaints process, you can ask the SPSO to look at your complaint.
The SPSO cannot normally look at complaints:
- where you have not gone all the way through the organisation's complaints handling procedure
- more than 12 months after you became aware of the matter you want to complain about, or
- that have been or are being considered in court.
The SPSO's contact details are:
SPSO
4 Melville Street
Edinburgh
EH3 7NS
Freepost SPSO
Freephone: 0800 377 7330
Online contact http://www.spso.org.uk/contact-us
Complaints about integrated service delivery remain the responsibility of Moray Council and NHS Grampian. From April 2017 new social work and health complaints procedures were brought in nationally to provide consistency and clarity around the handling of integrated complaints.
The complaints procedure for Moray Council can be found at the link here.
The complaints procedure for NHS Grampian can be found at the link here.
The complaints procedure for Moray Council can be found at the link here.
The complaints procedure for NHS Grampian can be found at the link here.
