We strive to provide the highest standard of care and service to all our patients. However, we understand that sometimes things may not go as expected, and you may feel you have a reason to complain. If this happens, we aim to resolve the matter quickly and to your satisfaction.

How to Make a Complaint

If you wish to make a complaint, the simplest way is to put it in writing and address it to the Practice Manager. You can also request a copy of our written complaints procedure from Reception.

We will:

• Acknowledge your complaint within 3 working days of receiving it.
• Respond as promptly as possible, usually within 20 working days, depending on the complexity of the issue.

Who Can Complain?

• Current or former patients.
• A nominated or elected representative with consent to act on the patient’s behalf.
• Patients aged 16 and over with capacity should normally make the complaint themselves or authorize someone to do so.
• Children under 16 may complain if they are able to do so.
• If a patient lacks capacity, a representative must demonstrate sufficient interest in the patient’s welfare and be an appropriate person to act on their behalf (e.g., a partner, relative, or someone with lasting power of attorney under the Mental Capacity Act 2005).

Appropriate Representation

If a complaint is made on behalf of a child or someone lacking capacity, we must be satisfied that:

• There are reasonable grounds for the representative to complain.
• The representative is acting in the patient’s best interests.

If we are not satisfied that the representative is acting in the patient's best interest, we will not uphold this complaint and we will explain our reasons in writing.

Time Limits

Complaints should be made within 12 months of the incident or when you first became aware of it. We may consider complaints outside this timeframe if:

• There is a good reason for the delay.
• It is still possible to investigate fairly and effectively.

Complaining on Behalf of Someone Else

We adhere strictly to medical confidentiality. If you are not the patient, you must have their permission. A Letter of Authority signed by the patient is required unless they are unable to provide this due to illness or infirmity. In such cases, the Practice will take steps to confirm Third Party Consent. 

Our Complaints Process

We operate a two-stage complaints procedure:

Stage One – Early, Local Resolution

We aim to resolve complaints within five working days where possible. If you are dissatisfied, you can request escalation to Stage Two.

Stage Two – Investigation

If your complaint requires detailed investigation or you remain dissatisfied after Stage One:

• We will acknowledge your complaint within 3 working days.
• We will provide a decision as soon as possible, usually within 20 working days, unless more time is needed.

Your Rights

If you remain dissatisfied after our final response, you can contact the Scottish Public Services Ombudsman (SPSO):

• Tel: 0800 377 7330 / 0800 377 7331
• Email: ask@spso.org.uk
• Website: Home | SPSO
• Address:
  Scottish Public Services Ombudsman
  Bridgeside House
  99 McDonald Road
  Edinburgh EH7 4NS

For postal complaints, write Freepost SPSO on the envelope (no stamp required).

Confidentiality

All complaints are handled in strict confidence. If your complaint involves reviewing medical records, we will inform you if information needs to be shared with anyone outside the practice.

We keep a record of all complaints and related correspondence separately from medical records. We also report complaint statistics to our local health board at agreed intervals.