Compliments and complaints

At Wheatley Care your opinions really make a difference, so we want to hear them – both positive and negative.

You can make a complaint by email, by telephone, in writing, by using our online form, or in person at our office.

We have a two-stage complaints procedure. We will always try to deal with your complaint at stage one. But, if the matter needs a detailed investigation, we will tell you this and keep you updated on progress.

Stage one: resolving your complaint quickly

We will tell you who is responsible for resolving your complaint within two working days. We will always try to resolve your complaint quickly, within five working days.

If you are unhappy with our response, you can ask us to consider your complaint at stage two.

Stage two: investigating your complaint

We will review your complaint at this stage, if you are dissatisfied with our response at stage one.

If it is clear that a complaint is more complex, sensitive or needs a detailed investigation, or if there’s a specific reason why it cannot be resolved quickly, we will investigate it as a stage two complaint.

We will acknowledge your complaint within two working days. We will give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.

External review

If, after receiving our final decision on your complaint, you remain dissatisfied with our decision, or the way we have handled your complaint, you can ask the Scottish Public Sector Ombudsman (SPSO) or where appropriate The Care Inspectorate to consider it.

Complaints update

We collect information about the complaints we receive and use this feedback to help improve our services.

You can find information below about how we have performed in 21/22.

IndicatorTargetCurrent Performance YTD

Average number of working days to respond to stage 1 complaints (maximum of 5 days)

Average number of working days to respond to stage 2 complaints (maximum of 20 days)2017.3
Percentage of complaints upheld by Wheatley Care50%63%
Percentage of complaints to the Care Inspectorate that are upheld0%0%