Complaints and feedback

We welcome any feedback, comments, complaints or concerns about our work, as they are an important way of identifying the perspective of those we serve and improving satisfaction with 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 us, and the independent healthcare services which we regulate, not NHSScotland 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

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.

If you wish to complain more formally to Healthcare Improvement Scotland, you can do so in the following ways:

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


Telephone: 0131 623 4326

Complaints procedure

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.

Complaints about independent healthcare services

We can also handle complaints about services provided by the independent healthcare providers we regulate.

NHSScotland staff

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

Complaints and Feedback Annual Report 2016–2017

This report sets out how we have used feedback and complaints across the whole organisation in 2015–2016.