Make a complaint

The Hillcrest Group is committed to providing high-quality customer services. We value complaints and use information from them to improve our services.

If something goes wrong or you are dissatisfied with our service please tell us. If your complaint relates to Gowrie Care, you can chose whether to complain to us or direct to the Care Inspectorate. Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service.

Our complaints procedure has two stages:

Stage 1 – Frontline resolution

For issues that are straightforward and easily resolved, requiring little or no investigation.  These are complaints that can be resolved within five working days or less.

Stage 2 – Investigation

For issues that have not been resolved at stage 1 or that are complex or “high risk”.  These complaints require more investigation and a response will be provided within twenty working days.

How do I complain?

You can complain in person at any of our offices, by phone, in writing, by email or by completing the form contained within our Complaints Leaflet.

If you find it difficult to make a complaint on your own, we will accept complaints brought by third parties on your behalf as long as you have given your personal consent.  These complaints are treated in the same way as any other, regardless of who has brought the complaint.

Contact details

Hillcrest Group of Companies, 1 Explorer Road, Dundee DD2 1EG

Telephone: 0300 123 2640

Email: YourOpinionCounts@hillcrestha.org.uk

It is easier for us to resolve complaints if you make them quickly and directly to the service concerned.

Please talk to a member of staff at the service you are complaining about so they can try to resolve any problems on the spot.

When complaining, please tell us:

  • your full name and address;
  • as much as you can about the complaint;
  • what has gone wrong; and
  • how you want us to resolve the matter.
How long do I have to make a complaint?

You must make your complaint within six months of:

  • the event you want to complain about; or
  • finding out that you have a reason to complain, but no longer than 12 months after the event itself.

In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel the time limit should not apply to your complaint, please tell us why.