COMPLAINTS PROCEDURE

INTRODUCTION

The Rosebery Centre will always endeavour to help you and your family.
However, sometimes things can go wrong. We hope that problems can be solved
quickly and satisfactorily.

Should you wish to complain about a day centre incident, a member of staff
or a volunteer, then please put your complaint in writing within three
months of the event and address it to:

The Chairperson
Rosebery Centre Management Committee
c/o Polbeth Harwood Parish Church
Chapleton Terrace
Polbeth
West Calder
EH55 8SH

The matter will then be passed to the Rosebery Centre Management Committee.
You will receive a result of the complaint issue within 28 days of the
complaint being made.

CONCLUSION

The management committee will hopefully resolve the matter and return to you
with the findings. However, should the complaint be unsatisfactorily dealt
with, you may ask to meet with the full committee or in a case of a mental
health issue, other arrangements can be made. You are within our right to
complain to the following organisations:

Mental Health Commission
Floor K
3 Lady Lawson Street
Edinburgh
EH3 9SH
Phone: 0131 222 6111

The Care Inspectorate
Compass House
11 Riverside Drive
Dundee
DD1 4NY
Phone: 01382 207 100

We are always interested in learning how to improve our services generally.
Please feel free to contact the office at any time with any comments or
suggestions you may have.

If the complaint is upheld, there will be positive changes made in
accordance with the results of any investigation.

The complaint and its results will be fully detailed, recorded and
monitored.