Complaints and Feedback

Shona Care Ltd welcomes feedback, compliments, concerns and complaints. Listening carefully helps us improve care, communication and outcomes for the people we support.

How to Raise a Concern

If something is not right, please tell us as soon as possible. You can speak to a member of the care team, contact the office, email support@shonacareltd.co.uk, or call 0141 406 0623 or 07724 309452.

What We Will Do

We will listen, record the concern, review what happened, and respond as clearly and promptly as possible. Where appropriate, we may speak with the person receiving care, relatives or representatives, care staff, health professionals or social work teams. We will use feedback to improve practice and reduce the chance of the same concern happening again.

Safeguarding or Urgent Concerns

If someone is in immediate danger, call 999. If you are worried that an adult may be at risk of harm, neglect or abuse, concerns can also be reported to the local council social work team or the police. Our team will follow safeguarding and escalation procedures where concerns are identified.

Care Inspectorate

You can contact the Care Inspectorate about a registered care service. You do not need to complain to the service first before contacting them. Complaints can be made through the Care Inspectorate complaints process, by emailing concerns@careinspectorate.gov.scot, or by calling 0345 600 9527.

Other Support

Information about care complaints is available from mygov.scot. Social care workers in Scotland are expected to follow the SSSC Codes of Practice.

Compliments

Positive feedback is also welcome. Compliments help us recognise good practice and encourage our team to keep delivering respectful, person-led care.