Feedback and Complaints
Your views help us get care right. Whether you want to thank a carer, suggest an improvement or tell us something has gone wrong, we want to hear from you. Raising a concern will never affect the care you or your loved one receives.
Tell Us What You Think
Compliments
Has a carer gone the extra mile? Let us know and we will pass your thanks on to them.
Suggestions
Ideas about how we could do things better are always welcome, however small.
Concerns and complaints
If something is not right, tell us. We will listen, look into it properly and keep you informed.
How to contact us
- Online: use the form at the bottom of this page
- Phone: [PHONE], Monday to Friday, 9am to 5pm
- Email: [email protected]
- Post: Complaints Lead, Sunrise Total Care, [STREET ADDRESS], [TOWN], [POSTCODE]
- In person: speak to your carer or any member of our office team, who will pass your concern to the Registered Manager
If you need help to make a complaint, for example in another format, language or with an advocate, please tell us and we will arrange it.
What Happens When You Raise a Concern
- 1
We acknowledge your complaint.
We confirm we have received it within [ACKNOWLEDGEMENT TIMESCALE] and tell you who is looking into it. - 2
We look into what happened.
The Registered Manager, [REGISTERED MANAGER NAME OR ROLE], or a senior colleague not involved in the issue, reviews records, speaks to the people involved and may ask to meet you. - 3
We respond in writing.
We aim to send a full response within [RESPONSE TIMESCALE]. If we need longer, we will explain why and agree a new date with you. - 4
We put things right and learn.
Our response will explain what we found, any apology owed and the changes we are making so it does not happen again.
Many concerns can be sorted out quickly by talking to us. If we can resolve your concern by the end of the next working day, we will still record it so we can learn from it.
Taking Your Complaint Further
If you are unhappy with our final response, you can ask the Director, [DIRECTOR NAME OR ROLE], to review it. You also have the right to contact the organisations below.
Care Inspectorate
The Care Inspectorate regulates care services in Scotland and can investigate complaints about a registered care at home service at any time. You do not have to complete our complaints process first, although we hope you will give us the chance to put things right.
Phone: 0345 600 9527
Scottish Public Services Ombudsman (SPSO)
If your care is arranged or paid for by Falkirk Council or the Health and Social Care Partnership, you can complain to them, and then to the SPSO, which is free, independent and impartial. Complaints should normally be made within 12 months.
Phone: 0800 377 7330
Website: www.spso.org.uk (opens in a new tab)
Independent advice and advocacy
Citizens Advice can help you understand your options, and your local advocacy service can support you to make a complaint. If you feel unsafe, you can also contact the Adult Support and Protection team at Falkirk Council.
If you think someone is being abused or neglected, please tell us straight away and contact the local adult safeguarding team on [COUNCIL SAFEGUARDING NUMBER]. If someone is in immediate danger, call 999.
Questions About Complaints
Send Us Your Feedback
You can leave your name and contact details if you would like a reply, or send feedback anonymously. If you are raising a complaint, please include your contact details so we can respond to you properly.
What happens next
- 1
We read your message
A member of the local team picks it up and replies [RESPONSE TIME].
- 2
A friendly conversation
We listen, answer your questions and talk through the options. No pressure.
- 3
We agree the next step together
That might be a home visit, more information, or simply time to think. It is always your decision.