Scottish Public Services Ombudsman & Care Commission

If you are not happy with the outcome of the appeals procedure then you will normally be able to contact the Scottish Public Services Ombudsman.  The Scottish Public Services Ombudsman investigates individual complaints against public service organisations.  This is a free and impartial service, and a leaflet about it is available from our office in the reception area.

The complaint must be submitted within 12 months after the day on which the complainant first had notice of the matter complained of, unless the Ombudsman is satisfied that there are special circumstances which make it appropriate to consider a complaint made outwith that period.  The SPSO cannot normally look at complaints that have been or are being considered in court.

The service is available to anyone who receives a service from a public service organisation.  Normally, you must have gone through the Association’s own complaints procedure before the Ombudsman can deal with your complaint.

SPSO
4 Melville St
Edinburgh
EH3 7NS

Tel 0800 377 7330
Fax 0800 377 7331
Email: ask@spso.org.uk

Website: www.spso.org.uk

The Scottish Public Services Ombudsman will provide a report on their findings to the complainant and the Association.  In line with good practice, this investigation report will be available for inspection for a period of three weeks from the date received.  This Association will publicise this service.

 Extra Care Housing – 170 Main Street, Renton

The Association contracts with the Carman Centre to provide housing support and domestic services within the building.  Should a resident have a complaint about any aspect of service the initial complaint should be directed to the Association.  If the complaint is about services provided by the Carman Centre, the Association may refer you to this agency to pursue their own Complaints Policy & Procedure, with the consent of the person complaining. 

If your complaint is about the Carman Centre services and you remain dissatisfied with the Carman Centre response to you then you have the right to complain to: -

Care Commission (Scottish Commission for the Regulation of Care), Central West Region, 4th Floor, 1 Smithhills Street, Paisley, PA1 1EB