Complaints Handling Procedure

What is a complaint?

We regard a complaint as any expression of dissatisfaction about our action, or lack of action, or about the standard of service provided by us.   If you need to complain about something, we encourage you to do so.

Who can complain?

Anyone can make a complaint to us.   You can complain directly to us or if you would rather have someone make the complaint on your behalf, we can deal with your representative.   This could be a relative, a carer, a friend or any other person that you choose.   If you agree to someone making the complaint on your behalf, it is important for you to know that we will need to ask for your permission for us to deal with that person.

The Patient Advice and Support Service (PASS) is an organisation that provides free and confidential advice and support to patients and other members of the public in relation to health services.   Further information and contact details can be found on the PASS website: or telephone number 0800 917 2127

How do I complain?

You can complain to us by the following means:

In person

Letter:           David McCue, Practice Manager

Telephone:     01382 880900


A Complaints pack is available at reception, however,  wherever possible we would encourage you to speak with a member of staff.   It's easier for us to resolve complaints if you make them quickly and directly to the service provider concerned.   So please talk to a member of our staff and we will always try to resolve any problems on the spot if it is possible to do so.

How long do I have to make a complaint?

Normally, you must make your complaint within six months of

-   the event you want to complain about

-   finding out that you have a reason to complain, but no longer than 12 months after the  event itself

What happens when I have complained?

Our complaints procedure has two stages:

Stage One

We aim to resolve complaints quickly and where appropriate this could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem.   We will give you our decision at Stage One in five working days or less, unless there are exceptional circumstances.   If we cannot resolve the problem at this stage we will explain why and tell you what you can do next.

Stage Two

Stage Two deals with two types of complaint: those that have not been resolved at Stage One and those that are complex and require detailed investigation.

When using Stage Two we will:

-   acknowledge receipt of your complaint within three working days;

-   where appropriate, discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for; and

-   give you a full response to the complaint within 20 working days

What if I am still dissatisfied?

If you are still dissatisfied with our decision or the way in which we have dealt with your complaint when we have sent you our full response, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.

You can contact the SPSO:

By Post:            Freepost SPSO

                         Bridgeside House, 99 McDonald Road, Edinburgh EH7 4NQ

Freephone:       0800 377 7330

Online contact:


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