COMPLAINTS  and COMMENTS

Scottish Adoption Association is committed to providing a good quality service.  It is important that those who use our services are satisfied with them, therefore if you have a complaint about the services you are receiving or have received, it is important that you tell us.

We also welcome comments on the service you receive from the Association or the way in which it was delivered.  We hope this will include things well or effectively done as well as critical comments.

All complaints are taken seriously and responded to.  Outlined below is the process for bringing a complaint to our attention and the steps the Association will take.

How to Complain

We would hope that in the first instance you would feel able to discuss any complaint or query about a service you were receiving with the social worker with whom you have direct contact and that they, with the Chief Executive or Practice Manager could resolve the complaint/difficulty.  If you cannot raise the matter directly with the social worker, or if you no longer have a social worker within the Agency, then you should write or speak to the Chief Executive who will in the first instance respond and discuss it with you, and if appropriate the member of staff concerned.

You might want to raise such a query or complaint either on your own behalf or on behalf of a child you have placed with you or whom you have adopted.

If it is a complaint in relation to the Chief Executive then you can write to the Chairperson of the Council at Scottish Adoption Association.   

Your rights to a fair and courteous service will not be affected if you complain.

If this process does not resolve the issue to your satisfaction you are invited to progress to the formal complaints process.

You should write outlining the areas and issues of concern to the Chief Executive or the Chair of Council at Scottish Adoption Association.

What will happen when your complaint is received?

§         Your letter will be formally acknowledged within 5 working days of its receipt.

§         An independent person will be appointed to investigate the complaint.

§         This person will not be an employee or member of the Association or connected in any way to a member or employee.

§         They will make the arrangements necessary for meeting with you and the investigation of the complaint.

§         They will report to Council and give their decision and the reasons for that decision in writing to you.

Timescales

Every effort will be made to complete this process within 25 working days.  If this timescale is not achievable for any reason you will be kept fully informed.

If on receipt of the written decision you are not satisfied with the outcome you may ask for the decision to be reviewed.  You are required to submit this in writing within 28 days.

Review Process

Two members of Council and one independent person from outwith the Association will undertake the review process.  None of this group will have been involved in any other part of the process.

They will review the complaint and the process that has been undertaken.  This will involve meeting all the participants.

The Review Committee will report and make a recommendation to the Association in writing.

The Association will make a decision on the report and give you their decision with reasons in writing.

This review process will be conducted as quickly as is practical, and you will be kept informed of progress and timescales.

Complaints or suggestions should be sent to

Margaret Moyes

Chief Executive

Scottish Adoption Association

161 Constitution Street

Edinburgh EH6 7AD

Scottish Adoption Association is regulated by the Care Commission who have responsibilities for registering and inspecting adoption and fostering services.

They can be contacted at

Care Commission

South East Region

Stuart House

Station House

Eskmills

Musselburgh

EH21 7PB

Telephone - 0131 653 4100

Email:  enquiries@carecommission.com