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Making a Complaint - Summary

We try to achieve a high standard of services, and are always looking for ways to improve them, but we recognise that at times we could do better and that sometimes things go wrong. If you have a comment or complaint we want to hear about it. Firstly, please raise your concerns with a member of staff involved in your care or close to the cause for concern. They are usually best placed to discuss things and resolve the issue speedily.

If you are unhappy with the way that member of staff responded to your comment or complaint, or if you would prefer to discuss the matter with someone else, please contact our Patient Relations and Complaint Service. A member of staff there can guide you through the process of making a complaint and can also help you find other sources of help and information.

NHS Forth Valley Patient Relations and Complaint Service
Headquarters Building
Westburn Avenue
Falkirk, FK1 5SU

Tel: 01324 678530
Email:  Complaints

The Your Health Rights section of this website has substantial information on your rights in relation to NHS healthcare, including confidentiality and your Health Records.  This information is available in a variety of languages and formats.  In particular, the following page has fuller information on complaints:

Making a Complaint about the NHS

Making a Complaint about the NHS

(The Health Rights Information Scotland web site also has audio versions of 'Making a Complaint about the NHS', in Arabic, Bengali, Cantonese, English, Punjabi and Urdu:
Health Rights Information Scotland Patient Leaflets - Audio versions)


If you are unhappy with any matter relating to a General Practice (doctor's surgery), Dentist, Optician or Pharmacy (chemist) you should raise your complaint with the Practice Manager. If you are not comfortable dealing direct with the Practice or Pharmacy, contact our Complaint Service staff at the number shown above, as they can offer advice and support towards making the complaint resolution process easier in such circumstances. If you are unhappy with the response made by the Practice or Pharmacy to your complaint, you can take the complaint to:

Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS

Tel: 0800 377 7330

Independent Advice and Support Service from the CAB   CAB