Health and social care complaints handling procedure

Our Social Work Complaints Handling Procedure (SWCHP) and Integration Joint Board Complaints Handling Procedure (IJBCHP) follow specific legislation and guidance. These procedures are slightly different from the Council's general procedure.

How to make a complaint

Fill in our online complaint form.

How we will respond

If you wish to make a complaint under the SWCHP or IJBCHP we will attempt to resolve your complaint within five working days. If more time is required, in accordance with the Ombudsman’s guidance, you will be contacted to inform you of the revised due date for your complaint decision. 

If your complaint is more complex and requires a formal investigation you will receive a letter acknowledging receipt of your complaint, within three working days of it being received, and you will receive a written response to your complaint within 20 working days.

If you are not happy with the response you receive after a formal investigation you can request that the Scottish Public Services Ombudsman review your complaint.

Contact Information

Social Work Services
East Ayrshire Health and Social Care Partnership
Council Headquarters, London Road
Kilmarnock
KA3 7BU
Telephone: 01563 576000
Health and Social Care Partnership Integration Joint Board
Council Headquarters
London Road
Kilmarnock
KA3 7BU
Telephone: 01563 576000
Scottish Public Services Ombudsman
FREEPOST
Telephone: 0800 377 7330
Fax: 0800 377 7331
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