Complaints Procedure

Making a complaint

We aim to handle complaints quickly, effectively and in a fair and impartial way. We take all complaints seriously and use valuable information from investigating to help us improve our service. We treat all complaints in confidence and will be handled in line with GDPR policies.

How to make a complaint

We aim to make our complaints process as accessible as possible. Complaints can be made verbally, in writing, or via email.

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Emailed complaints

Should be sent to kmaglasgow@gmail.com or roslyndocherty@yahoo.com.

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Written complaints

Can be mailed to The Essence, 27 Canal Street, Renfrew PA4 8QE

Telephone complaints

We can be contacted via telephone at The Essence on 0141 885 1166.​

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Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints regarding the service at any time.​

The contact details are:

Programme Manager

Independent Healthcare Services Team

Healthcare Improvement Scotland

Gyle Square

1 South Gyle Crescent

Edinburgh

EH12 9EB​​

or

 his.ihcregulation@nhs.scot

How we handle complaints

We initially review the complaint and acknowledge a complaint within 5 working days, giving you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints completed within 28 working days unless a different time scale has been agreed by both parties

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Time limits

Complaints should be registered as soon as possible after the date on which the event occurred. It may not be possible to properly investigate complaints about incidents which occurred more than twelve months previously. In cases such as this, consideration will be given as to whether there was good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.