Complaints - NHS boards

If your experience with an NHS service in Scotland didn't meet your expectations, you have the right to make your voice heard. Complaining can help the NHS learn from mistakes and improve services for everyone. This guide explains the process and provides the contact details you need.

Before You Complain

To make your complaint as effective as possible, it's helpful to:

• Gather Your Thoughts: Write down the key points of what happened, in chronological order.

• Be Specific: Include dates, times, locations, and the names of any staff involved, if you know them.

• Decide Your Desired Outcome: What do you want to achieve? This could be an apology, an explanation, or a change in procedure to prevent it from happening again.

The NHS Scotland Complaints Process

All NHS boards follow a standard two-stage process.

Stage 1: Frontline Resolution (Response within 5 working days) Your complaint will first be dealt with at the point of service. The aim is to resolve the issue quickly and directly with the staff involved. You should receive a response or resolution within 5 working days.

Stage 2: Investigation (Response within 20 working days) If you are not satisfied with the Stage 1 response, or if your complaint is more complex, it will be escalated to a formal investigation. The NHS board will conduct a detailed review and provide a full response, aiming to do so within 20 working days. You will be kept informed if it takes longer.

Time Limits for Complaining

You should normally make your complaint within 6 months of the event. In some cases, you can complain within 6 months of becoming aware of the issue, as long as this is no more than 12 months after the event itself.

NHS Health Board Complaints Contacts

NHS Ayrshire & Arran

• Team: Patient Experience Team

• Address: PO Box 13, Eglinton House, Ailsa Hospital, Dalmellington Road, Ayr, KA6 6AB

• Phone: 01292 513620

• Email: aa.patientexperienceteam@aapct.scot.nhs.uk 

• Website: NHS Ayrshire & Arran Feedback and Complaints

NHS Borders

• Team: Complaints and Feedback Team

• Address: NHS Borders, Newstead, Melrose, TD6 9DB

• Phone: 01896 825543

• Email: complaints.feedback@borders.scot.nhs.uk 

• Website: NHS Borders Complaints

NHS Dumfries & Galloway

• Team: Patient Affairs Team

• Address: Mountainhall Treatment Centre, Bankend Road, Dumfries, DG1 4AP

• Phone: 01387 241170

• Email: patientaffairs@nhs.scot 

• Website: NHS Dumfries & Galloway Complaints

NHS Fife

• Team: Patient Experience Team

• Address: Hayfield House, Hayfield Road, Kirkcaldy, KY2 5AH

• Phone: 01592 643355 ext. 28493

• Email: fife.feedback@nhs.scot 

• Website: NHS Fife Feedback and Complaints

NHS Forth Valley

• Team: Feedback and Complaints Team

• Address: Carseview House, Castle Business Park, Stirling, FK9 4SW

• Phone: 01786 457610

• Email: fv.patientrelations@nhs.scot 

• Website: NHS Forth Valley Complaints

NHS Grampian

• Team: Feedback and Complaints Team

• Address: Summerfield House, 2 Eday Road, Aberdeen, AB15 6RE

• Phone: 0345 337 4696

• Email: gram.feedback@nhs.scot 

• Website: NHS Grampian Feedback

NHS Greater Glasgow & Clyde

• Team: Patient Relations Team

• Address: West Glasgow Ambulatory Care Hospital, Dalnair Street, Glasgow, G3 8SJ

• Phone: 0141 232 1815

• Email: complaints@ggc.scot.nhs.uk 

• Website: NHS GGC Complaints

NHS Highland

• Team: Feedback Team

• Address: Assynt House, Beechwood Park, Inverness, IV2 3BW

• Phone: 01463 705359

• Email: nhs.feedback@nhs.scot 

• Website: NHS Highland Feedback

NHS Lanarkshire

• Team: Complaints and Feedback Team

• Address: Kirklands, Fallside Road, Bothwell, G71 8BB

• Phone: 01698 858278

• Email: complaints@lanarkshire.scot.nhs.uk 

• Website: NHS Lanarkshire Complaints

NHS Lothian

• Team: Patient Feedback and Complaints Service

• Address: Waverley Gate, 2-4 Waterloo Place, Edinburgh, EH1 3EG

• Phone: 0131 536 3370

• Email: feedbackandcomplaints@nhslothian.scot.nhs.uk 

• Website: NHS Lothian Complaints

NHS Orkney

• Team: Patient Feedback and Complaints Officer

• Address: Garden House, New Scapa Road, Kirkwall, KW15 1BQ

• Phone: 01856 888063

• Email: orkney.complaints@nhs.scot 

• Website: NHS Orkney Complaints

NHS Shetland

• Team: Feedback and Complaints

• Address: Brevik House, South Road, Lerwick, ZE1 0TG

• Phone: 01595 743087

• Email: shet.feedback@nhs.scot  

• Website: NHS Shetland Complaints

NHS Tayside

• Team: Patient Feedback and Complaints Team

• Address: Level 9, Ninewell's Hospital, Dundee, DD1 9SY

• Phone: 01382 660111 ext. 40349

• Email: tayside.feedback@nhs.scot 

• Website: NHS Tayside Complaints

NHS Western Isles

• Team: Complaints Officer

• Address: 37 South Beach Street, Stornoway, Isle of Lewis, HS1 2BN

• Phone: 01851 708069

• Email: wihb.feedback@nhs.scot 

• Website: NHS Western Isles Complaints

What About GPs, Dentists, Pharmacies, or Opticians?

These services are independent contractors to the NHS. You should complain to them directly first using their own complaints procedure. If you are unable to do so, your local NHS board's complaints team can advise you.

Who Can Help with Your Complaint?

Patient Advice and Support Service (PASS) PASS offers free, independent, and confidential advice to help you make your complaint.

• Phone: 0800 917 2127 (Mon-Fri, 9am-5pm)

• Website: www.pass-scotland.org.uk

• Find them: At any Citizens Advice Bureau in Scotland.

Scottish Public Services Ombudsman (SPSO) 

If you are unhappy with the final response from the NHS board, you can ask the SPSO to review your case. You must complete the NHS complaints procedure first.

• Phone: 0800 377 7330

• Website: www.spso.org.uk

• Post: Freepost SPSO (no stamp needed)

Last updated: October 2025. Please note that contact details can change. Always check the relevant NHS board website for the most current information.