Compliments, Concerns or Complaints
Making a complaint about healthcare
If you have a complaint about your treatment or access to healthcare please contact your local NHS Board.
Find out about your rights and responsibilities. This information is available in other languages (Arabic, Bengali, Chinese, French, Hindi, Lithuanian, Polish, Russian, Spanish and Urdu) and alternative formats.
We welcome all forms of feedback about our staff and services. If you have any compliments, concerns or complaints about a service you have received from NSS you should raise this, in the first instance, with the Division providing the service. They will be happy to discuss the issue with you and may be able to resolve the matter immediately.
If you wish to make a formal complaint about the service you have received, you should write to the Complaints Officer for the Division responsible for delivering that service or use our Compliments, Concerns or Complaints Form. Additionally NSS has a complaints procedure setting out how complaints will be handled.
Normally this should be within 6 months of the event you want to complain about or within 6 months of you becoming aware of the issue.
The Patient Advice and Support Service (PASS)
The Patient Advice and Support Service (PASS) is an independent service which provides free, accessible and confidential advice and support to patients and their carers and families about NHS healthcare. You can access this service from any Citizens Advice Bureau in Scotland. Visit http://www.cas.org.uk or follow this link to find your local CAB. For more information on the Patient Advice and Support Service visit http://www.patientadvicescotland.org.uk/
Responding to your complaint
On receipt of your complaint we will:
- Acknowledge your complaint in writing within 3 working days
- Investigate your complaint
- Write to you with the outcome of the investigation. This will usually be within 20 working days of receiving your complaint, unless a longer investigation is needed. If so, we will advise you and provide you with updates at regular intervals, but not less than every 20 days.
National Services Scotland
1 South Gyle Crescent
telephone - 0131 275 6000
Contact us via our web form
Taking things further
The Scottish Public Services Ombudsman is independent, and may be able to take up a complaint on your behalf. The Ombudsman will normally only be able to act if you have followed the step above.
To find out about the Ombudsman's work, visit the Scottish Public Services Ombudsman website, or use the contact details below.Scottish Public Services Ombudsman
4 Melville Street
telephone - 0800 377 7330
text - 0790 049 4372
fax - 0800 377 7331
e-mail - firstname.lastname@example.org