Complaints Procedure

Complaint procedure



  1. Introduction


We always aim to provide a high standard of care in all our services.

Our members’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services, it is important that you let us know.

If a complaint alerts us to possible abuse or neglect of a child or adult we will alert: Midlothian Social Work Department or Police Scotland.

  1. Making a suggestion


Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/family, may make a suggestion.

First you should speak to the Lead Co Ordinator or a member of the management committee/board.

Comments or suggestion boxes are available if you would rather make your suggestion that way.

If the suggestion is something that Bright Sparks needs to consider you can send it to:

Louise Gough

Bright Sparks Chairperson

George V Park, Bonnyrigg, EH19 2AD

0131 663 5172


  1. Making a complaint


We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

Bright Sparks assures its members that it will not withdraw or reduce services because someone makes a complaint in good faith.

  1. Who can complain


Any member or service user affected by the way Bright Sparks provides services can make a complaint.

A representative may complain for the affected person if they:

  • have died
  • cannot make a complaint themselves, or
  • have given written consent for the representative to act on their behalf


If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.

  1. How you can make a complaint


You can complain:

    • in person
    • by telephone
    • through a member of our staff
    • through an advocate or representative
    • by letter
    • by email


where someone complains orally we will make a written record and provide a copy of it within 3 working days

Complaints cannot be made via Social media.


  1. Anonymous complaints


We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.



  1. Responsibility


The Chairperson has overall responsibility for dealing with all complaints made about their service.

We will provide as far as is reasonably practical:

  • any help you need to understand the complaints procedure; or
  • advice on where you may get that help.


  1. How we handle complaints


Bright Sparks may ask one of the management team to investigate the complaint or co-opt on a representative if appropriate. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will aim to acknowledge a complaint within 7 working days and give you the name and contact details of the person investigating it.

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.

When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:

  • details of the findings;
  • any action we have taken; and
  • our proposals to resolve your complaint.


  1. Time limits


You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than three months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.