Making a complaint to us

Complaints procedure

We can normally resolve concerns, mistakes and misunderstandings quickly. But if we can’t, the complaints procedure is here to help you. Complaints are a formal way to resolve an issue after initial attempts have been unsuccessful. We ask you to raise concerns with us as early as possible, before they become a complaint. This way we can make earlier interventions and improvements and, hopefully, find a satisfactory resolution. However, we do understand that this may not always be possible.

How to complain

We want to make it as easy as possible for you to let us know if you feel something has gone wrong. If you can, first talk to a member of staff or one of our volunteers. If you do this, we can try to resolve your concerns at that time. You can ask to speak to a senior member of staff in person or on the telephone. Alternatively, you can complain in writing through our website.

When contacting us, please give your full name and address (and the patient’s name and address, if appropriate) and as much information as possible about what happened, where it happened and when. We’ll acknowledge your complaint within two working days to tell you who will be investigating your complaint and when you can expect a response.

Call us on 0131 551 1381

Submit your complaint here

How we’ll respond

We aim to respond to your complaint within 20 working days. If we foresee any reason why this will not be possible, we’ll contact you and give you a new date for our response. In our response, we’ll let you know the result of our investigation and will:

– Show that we have looked into your complaint and reply to all the points you make.
– Offer you an apology if things have gone wrong.
– Explain what we will do to stop what you complained about happening again.
– Explain why we cannot do anything more about some parts of your complaint, if necessary.
– Offer you the chance to talk to a member of staff if there is anything you don’t understand.
– Include information about our regulators in case you are unhappy with our response or the way we have handled your complaint and want to take things further.