How to make a complaint
This information can be accessed in downloadable form in our Client Information pack.
Who to complain to
- if you would feel confident to do so, you can complain directly to the staff member involved or a senior member of their team
- indirectly complain to the complaints manager
- for GP practices, dental surgeries, pharmacists and opticians, the complaints manager is the practice or shop manager
- for other organisations, there is a complaints manager or team for all local and national health boards – find their contact details here
Social services complaints
- find information here
Elsewhere in the UK
We cannot provide advice and support to those making a complaint outside of Scotland. Please find support where you live.
How to make your complaint
- in person
- by phone
- in writing, by post or email
- using a complaints feedback form
What to include in your complaint
- your name
- your contact details, including a phone number
- the name and location of the service you want to complain about, including the address
- when the issue happened
- what happened
- who was involved
- how this has affected you
- any relevant correspondence or documentation
- what you want the investigation to cover – be specific
- what outcomes you want from the complaint
If you are complaining on behalf of someone else
You will also need to include
- the name of the patient
- their contact details
- their date of birth
- where correspondence should be sent
- permission from the patient or other relevant documentation
For prisoner complaints
You will also need to include
- the name of the prison and the patient’s prison number
What will happen next
If you complain in person
- they may be able to sort it out on the spot
If they need to investigate
- your complaint will be properly investigated
- you will be kept updated about your complaint during the investigation
- a complaint should not affect your care or treatment in any way
- solutions will be offered to put the issue right
- feedback, comments, concerns and complaints will be used to improve services
How the NHS will respond
You will receive
- a full explanation of what happened and why it occurred
- a full explanation of the investigation
- an apology if something went wrong
- information on what was learned from your complaint and any resulting actions
- if you are not satisfied with their final response, information on how to proceed with your complaint to the Scottish Public Services Ombudsman (SPSO)
