Complaints Frequently Asked Questions (FAQs)

What can I complain about?

  Things that you can complain about include

• Care or treatment that you have had, or are having;
• Anything to do with the place that you are seen, for example a doctors surgery, hospital or an ambulance;
• Any member of NHS staff involved in your care;
• How services in your local area are organised, if this has affected your care or treatment.

How do I make a complaint?

For detailed information about making a complaint, please see the leaflet "Making a complaint in the NHS", NHS Scotland.  This can be downloaded from or is available from your local NHS Board.
   Making a complaint about the NHS

How long will it take for my complaint take to be dealt with?

After you have complained, you will receive a letter within 3 working days of the NHS organisation receiving your complaint.  You will then receive a response within 20 working days of receiving your complaint, however in some cases more time may be required.  If this happens, then the organisation will let you know and tell you why.

How can I access contact details for the NHS Boards and other organisations?

Follow the link below - here you can select the health board you require.
www.show.scot.nhs.uk/organisations/orgindex.htm

Is my information handled securely?

ISD only receives summary data from the NHS Boards and other organisations and they do not send confidential or personally identifiable information to us.  Locally, your complaint and personal information will also be dealt with appropriately.