Compliments and complaints

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

You can make a complaint by email, by telephone, in writing, by using our complaints 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 agood 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.