Complaints and Comments Policy

Our aim is to provide all our customers with good quality services and wherever possible deal with your concerns as they arise.

 Comments and Informal Complaints

If you have a comment or complaint, please raise the matter with a Manager and we will do our best to help resolve any problem there and then. If we cannot resolve a problem immediately; within the agreed service standards; or to your satisfaction; or if you have a complaint about how you have been treated we will record your complaint and pass the details to the Management Committee for a formal response to be given. When you contact us you will be advised of the procedure to be followed when dealing with your complaint.

A suggestion/comment/complaint box is available if you prefer.

You can also send emails to:

It should be noted that employees and Management Committee have access to e-mails sent to the above addresses

Only the Management Committee has access to e-mails to this address

Formal Complaints

Address any formal complaint directly to the Management Committee. This can be done:

  • In person at a committee meeting as all meetings are open and are held monthly. The times and the venues are displayed on the notice boards at both Seaview and Grange.
  • Letters may be delivered to either site marked ‘Private and Confidential for the attention of the Management Committee’.
  • Letters must not be sent directly to committee members home addresses as this may delay the response.

Only the Management Committee has access to e-mails to this address

Any complaint made directly to the Management Committee will:

  • Be acknowledged in writing within 7 days.
  • Have a full written response issued within 30 days of receipt of the letter.

If we cannot respond within that time we will inform you when we will be able to provide you with a response.

If you do not wish to address your complaint to the Committee, then you can contact the regulatory body, which is the Care Commission.

You can write to or go in person to their offices which are located at:


Central East Region

Compass House

11 Riverside Drive

Dundee DD1 4NY


Alternatively, you can telephone 0845 600 9527 or E-mail