Our complaints process

Carers of West Lothian is committed to providing a high quality, accessible service. We welcome any comments you may have on the quality of service you received or on any aspect of our service.

Do you have a complaint?

At Carers of West Lothian, we are committed to providing high-quality services and treating everyone with respect and fairness. If you are unhappy with any aspect of our work, we want to hear from you. Your feedback helps us improve.

How to Make a Complaint

You can make a complaint in any of the following ways:

  • In person at our office:
    Carers of West Lothian
    Sycamore House
    Quarrywood Court
    LIVINGSTON, West Lothian
    EH54 6AX

  • By phone: 01506 448000

  • By email: office@carers-westlothian.com

  • Through our website: www.cowl.org.uk

  • Via Facebook

Our Complaints Process

We aim to resolve complaints quickly and fairly. Our process has two stages:

Stage 1 – Informal Resolution

We will try to resolve your complaint as soon as possible, usually within 5 working days. This might involve an apology, explanation, or immediate action.

Stage 2 – Formal Investigation

If your complaint is serious, complex, or you are not satisfied with the outcome at Stage 1, we will carry out a formal investigation. You will receive:

  • An acknowledgement within 3 working days

  • A full response within 20 working days, unless there is a valid reason for delay

  • Regular updates throughout the process

If your complaint is about our CEO or a Board member, it will be handled by the Chair of the Board or another designated Board member.

Still not satisfied?

If you are not happy with the outcome of our investigation, you can contact the Scottish Public Services Ombudsman (SPSO). The SPSO is the final stage for complaints about public services in Scotland.

Contact details:

Scottish Public Services Ombudsman (SPSO)
Bridgeside House, 99 McDonald Road, Edinburgh EH7 4NS
Freephone: 0800 377 7330
Website: www.spso.org.uk
Online contact: www.spso.org.uk/contact-us

Our Commitment

We will:

  • Treat all complaints seriously and confidentially

  • Record all complaints and use them to improve our services

  • Report on complaints and outcomes to our senior management

  • Review this policy annually