The Moray Integration Joint Board (MIJB) welcomes all forms of feedback, including complaints. Complaints give us valuable information we can use to continuously improve services, the experiences and satisfaction of people along with their families and carers.
Our Complaints Handling Procedure reflects the MIJB’s commitment to serving the public by valuing complaints.
It seeks to resolve issues through local, early resolution and, where necessary, to conduct thorough, impartial and fair investigations of complaints. This will enable us to address dissatisfaction and should prevent the problems that led to the complaint from occurring again.
Handled well, complaints give the public a form of redress when things go wrong. For our staff, complaints provide a first-hand account of people’s views and experiences, and can highlight issues we may otherwise overlook.
The MIJB’s definition of a complaint is:
“An expression of dissatisfaction by one or more members of the public about the MIJB’s action or lack of action, or about the standard of service the MIJB has provided in fulfilling its statutory responsibilities.”
A complaint may relate to dissatisfaction with the:
- MIJB’s policies;
- MIJB’s decisions;
- Administrative or decision-making processes followed by the MIJB.
Our Complaints Handling Procedure, which complies with the Scottish Public Sector Ombudsman’s guidance, aims to help us ‘get it right first time’.
