Complaints

COMPLAINTS PROCEDURE

You can make your complaint in person, by phone or in writing. You may also use the contact us form on this website: https://lindsayandgilmour.co.uk/contact-us/

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

Stage 1 – Early, local resolution

We will always try to resolve your complaint quickly, within 5 working days if we can. If you are dissatisfied with our response, you can ask us to consider your complaint at Stage 2.

Stage 2 – Investigation

We will look at your complaint at this stage if you are dissatisfied with our response at Stage 1. We also look at some complaints immediately at this stage if it is clear 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.

If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we have handled your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to consider it.

Information about the SPSO

The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about public services in Scotland.  This includes complaints about the NHS in Scotland.  If you remain dissatisfied with an NHS board or service provider after its complaints process has concluded, you can ask the SPSO to look at your complaint. The SPSO cannot normally look at complaints: 

• where you have not gone all the way through the complaints handling procedure 
• more than 12 months after you became aware of the matter you want to complain about, or 
• that have been or are being considered in court. 

The SPSO’s contact details are:

SPSO
4 Melville Street
Edinburgh
EH3 7NS

Freepost SPSO
Freephone: 0800 377 7330
Website: www.spso.org.uk

Patient Advice and Support Service (PASS) 

The Patient Rights Act provided for the establishment of the Patient Advice and Support Service (PASS).  PASS operates independently and provides free, confidential information, advice and support to anyone who uses NHS-funded services in Scotland.  The service promotes an awareness and understanding of the rights and responsibilities of patients and can advise and support people who wish to give feedback, make comments, raise concerns or make complaints about treatment and care provided.  Further information can be found on the PASS web site: 

www.patientadvicescotland.org.uk