Feedback and complaints about Healthcare Improvement Scotland

Feedback and complaints about Healthcare Improvement Scotland

We welcome any feedback, comments, complaints or concerns about our work. They help us to understand the perspectives of those we serve and improve the services we provide.

Please send any feedback on your experience with Healthcare Improvement Scotland to

We can only deal with comments and complaints about our organisation, and the independent healthcare services which we regulate, not NHS Scotland services.

If you'd like to make a complaint about your treatment or access to healthcare, you should make this directly to the local health board concerned or GP surgery involved.

Complaints about Healthcare Improvement Scotland

This leaflet tells you about our complaints procedure and how to make a complaint. It includes information about what you can expect from us when we are dealing with your complaint.

We have a two-stage complaints procedure:

In the first instance we encourage individuals to discuss feedback, comments, concerns or complaints with the staff most closely involved so that where possible, issues can be resolved as quickly and informally as possible.

We will always try to resolve your complaint quickly, within five working days if we can. If you are dissatisfied with our response, you can ask us to consider your complaint at Stage two.

We will look at your complaint at this stage if you are dissatisfied with our response at Stage one. We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation.

We will acknowledge your complaint within three 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.

You can make your complaint in person, by phone, by email or in writing.

Corporate Governance Office
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
EH12 9EB

Phone: 0131 623 4294

NHS Scotland staff

Any NHS Scotland employee can raise concerns they have about health services by calling the NHS Scotland National Confidential Alert Line (NCAL) or by contacting us direct under the Public Interest Disclosure Act (PIDA).

Complaints and feedback report: 2019–2020

This report sets out how Healthcare Improvement Scotland has used feedback and complaints across the whole organisation in 2019–2020.

Last Updated: 19 October 2021