DocMuse is a private, paid service run by The Muse Technology EOOD (Bulgaria). It is not a government website and is not connected with mygov.scot, the Scottish Government, the Scottish Courts and Tribunals Service or any other public body. It is not a law firm and is not regulated by the Law Society of Scotland or any other legal regulator, so the Scottish Legal Complaints Commission cannot consider complaints about it; its documents are not legal advice.
Complaint about NHS care (Scotland)
Scotland · in English
€2.00This document is sold blank, to print and complete by hand.
Made for use in Scotland
Fill in the form
This document is sold blank, to print and complete by hand.
- Instant download after payment
- Backup link emailed to you
- No account needed
For a patient in Scotland, or someone complaining with their consent, who is unhappy with care from a GP practice, a hospital, a dentist or another NHS Scotland service. A formal complaint under the NHS Scotland complaints handling procedure, to the practice or the health board's complaints team: it says what happened and what you want done, and that you may then go to the Scottish Public Services Ombudsman. The free Patient Advice and Support Service can help you write it. It is not a claim for compensation. Sent by email. Sold blank, to complete by hand, as it holds health data.
- Made for use in Scotland
- Last updated October 29, 2026
- Document in English
Where a UK document reproduces the words of legislation or of a government publication — UK, Scottish or Northern Irish — it contains public sector information licensed under the Open Government Licence v3.0.
Published byDocMuse
When to use this document
- You are unhappy with care from your GP or a hospital in Scotland and want to complain.
- A relative was treated badly by the NHS and you want to complain with their consent.
- You raised a concern at the practice but nothing changed and you want a written complaint.
- You want an explanation and an apology from the health board for what happened.
What you fill in
The details the document asks for.
- Sender
- Sender's address
- Town or city
- Sender's postcode
- Date
- Recipient
- Recipient's address
- Recipient's postcode
- Patient
- CHI number (if known)
- Period the complaint covers
- What the complaint is about
- Requested outcome
- Phone
- Attachments
Common questions
- Where should a complaint about NHS care in Scotland go?
- To the service itself: the GP practice, dental practice, optician or pharmacy, or the health board's complaints team for hospital and community services. Many complaints can be raised by phone or in person and are dealt with at stage 1, usually within five working days. The free, independent Patient Advice and Support Service (PASS), run through Citizens Advice bureaux on 0800 917 2127, can help you write or present a complaint. A complaint is not a claim for compensation, which is separate.
- How long do I have to complain about NHS care in Scotland?
- Normally six months from the event, or from when you found out about it, as long as that is no more than 12 months after the event (Patient Rights (Complaints Procedure and Consequential Provisions) (Scotland) Regulations 2012, regulation 5). A complaint that needs investigating is handled at stage 2: it should be acknowledged within three working days and answered within 20 working days, or you should be told why it will take longer.
- What can the Scottish Public Services Ombudsman do about an NHS complaint?
- Once the NHS body has given its final response, you can ask the Scottish Public Services Ombudsman (SPSO) to look at the complaint, free, in writing or through its online form. It normally expects you to come to it within 12 months of first knowing about the problem. It can recommend an apology, a remedy or changes, but it is not a court and does not award damages for negligence.
How you can sign this document
- Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
- Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked
DocMuse sells documents, not legal advice. Acceptance always depends on the recipient's rules and your local law.
Related documents
- Authority for a carer to consent to a child’s medical treatment (Scotland)
For a parent in Scotland leaving a child with grandparents, a friend, a childminder or another carer: a signed letter arranging for the carer to consent to the child’s medical treatment while the child is with them, and to speak to doctors and dentists. A parent may not give up parental responsibilities and rights but may arrange for another person to exercise them on their behalf (Children (Scotland) Act 1995, s 3(5)). You choose emergency treatment only, or routine care too, and the dates. The carer keeps the letter.
- Complaint to your property factor (Scotland)
For a homeowner in Scotland whose property factor — the firm that manages the common parts of a tenement or development — charges unclear fees, neglects common repairs, mishandles the building insurance or does not answer. A formal complaint under the factor’s own complaints procedure: it sets out what went wrong, with dates, says why you think it breaks the factor’s duties or the Code of Conduct for Property Factors, and asks for the remedy you want. Notifying the factor in writing is required before a free application to the First-tier Tribunal for Scotland. Send it by recorded delivery or email, and keep a copy.
- Claim to the council for pothole damage (Scotland)
For a driver or rider in Scotland whose car, motorbike or bicycle was damaged by a pothole. The letter tells the roads authority — usually the council, or Transport Scotland for a trunk road — when and where it happened, the damage and the cost, holds it liable for failing to take reasonable care of the road it must maintain, and asks for its inspection and repair records. A letter before action: 14 days to reply, then simple procedure in the sheriff court for a claim of up to £5,000. Most councils also have a free online claim form.
- Formal complaint to your council (Scotland)
For a resident in Scotland unhappy with a council service or decision — bins, potholes, planning enforcement, noise, social work, council housing or poor handling of an earlier request: a formal complaint under the council's complaints handling procedure, saying what happened, what you have done so far and what you want the council to do. Use the council's online form if it has one. An investigated complaint is normally answered within 20 working days; if you are still unhappy after the council's final reply, the Scottish Public Services Ombudsman looks at complaints free of charge.
- Notify your landlord of repairs under the repairing standard (Scotland)
For a private tenant in Scotland whose home needs repairs — damp and mould, a broken boiler, leaks, faulty electrics. The tribunal’s Housing and Property Chamber publishes a free sample notification letter; this letter does the same job in full. It notifies your landlord in writing of each problem, with dated photos, reminds them that the home must meet the repairing standard throughout the tenancy, asks to arrange an inspection within 14 days and confirms you will keep paying the rent. Notifying the landlord is the step required before a free application to the First-tier Tribunal for Scotland. Send it by recorded delivery and keep a copy.
- Appeal against a refused placing request for a school (Scotland)
For a parent in Scotland whose placing request for a school — in P1, S1 or during the school year — has been refused, or not decided in time. A reference to the education appeal committee under section 28C of the Education (Scotland) Act 1980: it identifies the decision, sets out your grounds, asks the committee to overturn the refusal and asks for the hearing papers in good time. It must reach the council within 28 days of your receiving the refusal; many councils also have their own appeal form. Sent by recorded delivery, with the decision letter and your evidence.