Complaints Policy

This is a helpful guide to make sure you are making a complaint to the right organisation.

1. Introduction

1.1 MND Scotland wants to know when things go wrong so we can put them right and learn from them. One of the methods of doing this is through a complaints procedure.

1.2 Through a complaints procedure we aim to give our members and service users a fair, consistent and structured process to allow them to voice their concerns of our services.

1.3 We will use the outcome of complaints and any remedial action as a positive method of monitoring performance and improving our services. Our objective in this is to:

  • improve the quality of the services we provide
  • improve our relations with members and service users
  • encourage best practice

2. Principles

2.1 Our members and service users have a right to:

  • have their views heard
  • receive a good-quality service
  • expect prompt action when our performance is below standard, balanced by the resources we have available.

2.2 Our staff will be efficient and sensitive to the needs of service users.

2.3 We will advise members and service users of the standard of service they should expect, a time limit for replying to their complaint and any right of appeal.

2.4 We will monitor all complaints and review them on a regular basis. 

3. Defining a Complaint

3.1 A complaint is defined as any expression of dissatisfaction with our services, whether justified or not. This would include times when:

  • we have not done something we said we would.
  • We have taken too long to do something.
  • We have not kept people informed as to what is happening.
  • We have not achieved the publicised standard.
  • An MND Scotland representative has been rude or unfair.

3.2 Complaints must be made by the person, (or their appointed representative) that was involved in the incident being complained about.

3.3 A complaint should be made within one month of the incident occurring. Only in exceptional circumstances and at the discretion of the Chief Executive and Chairman will complaints referring to incidents older than this be considered.

3.4 Complaints relating to services provided by members of the care team or other NHS employees must be made through the NHS complaints procedure. The Organisation can assist in this by providing copies of the NHS complaints procedure and by giving contact details for the line managers of the care team. 

4. Informal or Formal Complaint

4.1 It is recognised that at times people do not wish to make a formal complaint but rather just wish to draw a matter to MND Scotland’s attention. There is a need, therefore, to distinguish between informal and formal.

Informal complaints are not put in writing and the person does not require feedback to what action has been taken as a result of the complaint being made.

Formal complaints are put in writing and a written response is required. This includes emails. You can use our contact form here.

5. The Procedure

5.1 We will deal with all complaints:

  • promptly
  • efficiently
  • courteously
  • systematically

5.2 Complaints should initially be dealt with by the person receiving the complaint. In the first instance this would be expected to be the person responsible for the service being complained about. The complaint will be acknowledged within seven working days of receipt with a letter/email stating:

  • what will be done
  • how long before a reply will be given
  • who to contact about the complaint

5.3 We will keep the complainant informed about:

  • the progress of our investigation of the complaint
  • the final outcome (in writing)

5.4 When replying to a complaint, we will inform the complainant of any right of further appeal, such as Chief Executive (stage 2), Chairman (stage 3)

5.5 When appealing against a previous decision, we will ask the complainant to state their dissatisfaction with how we handled the complaint. We will also ask them to tell us what they consider to be the nature of service failure. 

6. Extending time limits

6.1 If translation or interpretation is required, we may extend the time limit by 7 days. If the complaint is complex, we may extend the time limit subject to the consent of the complainant. In both cases, we will keep the complainant informed of the new deadline.

7. Confidentiality

7.1 Any complaint processed through the procedure will be dealt with in accordance with the requirements of the Data Protection Act.1998 and with respect to patient confidentiality at all times.

Have a question? Contact us for more information.