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Suggestions and Complaints

We welcome any suggestions or comments you may have on our service.

Complaints Procedure

You can make your complaint in person, by phone, by e-mail or in writing.

We have a two-stage complaints procedure. We will always try to deal with your complaint quickly. But if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.

Stage one; Early, local resolution

We will always try to resolve your complaint quickly, within 5 working days if we can. 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. If we cannot resolve your complaint at this stage, we will explain why and tell you what you can do next. We might suggest that you take your complaint to Stage two. You may choose to do this immediately or sometime after you get our initial decision

Stage two: Investigation

This stage deals with two types of complaint: those that have not been resolved at Stage one and those that are complex and require detailed investigation. We will acknowledge your complaint within 3 working days.  We will give you our decision as soon as possible.  This will be after no more than 20 working days unless there is clearly a good reason for needing more time.

If you are not happy with the Practices response you have the right to request an independent review of your complaint from the Scottish Public Services Ombudsman: Freephone 0800 377 7330 or call 0131 225 5300

On-line form

In person: 4 Melville Street, Edinburgh EH3 7NS - We are open Mon Wed Thur Fri 9am till 5pm and a Tuesday 10am till 5pm.

By post: FREEPOST EH641, Edinburgh, EH3 0BR (no stamp required)

FAX: 0800 377 7331


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