If you have a cause for concern, or wish to make a complaint about the operation of Crossroads, we would like to hear from you.

You may raise your concern or make your complaint either by completing the form below, by writing a letter at the address below, or by telephoning us.

If the matter is serious, you may be asked to put it in writing, if you have not done so already. If you are not able to do so, the person receiving the complaint will make a record, read it back to you and ask if you agree with it. A copy will be sent to you.

You will also be advised about how you can contact an independent person who could help you in making your complaint.

Your complaint will be acknowledged within 3 working days and a formal response made within 7 working days. This will either provide you with an answer to the complaint or give a reason for the delay.

If you are not satisfied with the outcome of the complaint, please write to the Chairman and say why. The Chairman will then convene a review panel, to which you will be invited to present your complaint in person. If you do not wish to attend the panel, you may send a representative. If you do attend, you may bring someone to help you present your case. The decision of this review panel will be the final stage of the Crossroads complaints procedure.

At any stage of the process, or after it is completed, you may contact other bodies such as:

Head of Social Work
South Ayrshire Council County Buildings
Wellington Square
Ayr, KA7 1DR
Tel: 0300 123 0900

and/or
Care Inspectorate
Renfrewshire House
Cotton Street
Paisley, PA1 1BF
Tel: 0300 300 0330
National Enquiry Line: 0345 600 9527