Making a complaint
The Scottish Ambulance Service aims to provide the best possible services but accept that sometimes things do go wrong. If there is an aspect of your care or some service with which you have not been satisfied, please let us know as soon as possible.
Local resolution
The Service aims to resolve your complaint or concern quickly and fairly and where possible by local resolution.
Who can complain?
Any person who has used the Scottish Ambulance Service, a relative or friend on behalf of a patient, a care provider or a health professional accessing the Service on behalf of patients.
Will I be treated differently if I complain about the Service?
No. The Service welcomes feedback on the Services and care it provides and the health and well- being of our patients is our primary concern.
How can I make a complaint?
There are a number of ways a complaint can be made. You can complain in person to a member of staff, contact us by telephone, complete an online form or write to us.
- Telephone 0131 446 7000
- Online by completing our online complaints form
- By post to Scottish Ambulance - National Complaints Administrator, National Headquarters, Tipperlinn Road, Edinburgh, EH10 5UU
What happens after a complaint is made?
After making a formal complaint we will write to you within three working days of receipt of the complaint to acknowledge that we have received your complaint. A data protection form will be sent to you to complete. It is important that you send this back to us promptly, especially is someone is complaining on your behalf. This will confirm that you are happy for another person to act on your behalf.
We will keep you informed of the progress of your complaint and once this has been investigated we will write to you with the outcome. We aim to resolve all complaints within 20 working days. Where this is not possible we will write to you to advise you of this.
I’m not happy with the way my complaint has been handled
If you are unsatisfied with the response to your complaint you can write to the Scottish Public Services Ombudsman who will consider complaints after they have been through the formal complaints process. You can contact them at
Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS
Telephone 0800 377 7330
http://www.scottishombudsman.org.uk/
Reports featuring the Scottish Ambulance Service are available from the Scottish Public Service's Ombusman.
