Complaints Procedure
The Scottish Ambulance Service handles over 10,000 emergency responses and over 28,000 patient transport journeys per week. We aim to provide as high a level of service to the people of Scotland as possible. We welcome constructive comments and complaints, as they help us to improve our service. Our complaints procedure is in line with the NHS in Scotland Complaints Procedure.
Starting your complaint
You can contact us by using one of the following methods:
- Online by completing our Online complaints form.
- By post to Scottish Ambulance - Corporate Affairs Manager - Tipperlinn Road - Edinburgh - EH10 5UU
- Telephone 0131 446 7000
Your complaint will be looked at by our complaints officer who will acknowledge your complaint within 3 working days.
What happens now?
During our investigation, an officer may telephone to arrange a visit to see you or others involved in the incident to discuss the complaint. This is because further information may be required by us to assess what happened or explain a complex situation that may have perhaps created the problem.
How soon will my complaint be dealt with?
When your complaint has been fully investigated, you will receive a full response in writing, normally within 20 working days. This is the target we aim to achieve but factors may influence this time-scale. If this is the case, we will write to you to keep you advised of any anticipated delay in concluding your complaint.
What do I do if I`m complaining on behalf of someone else?
If you are complaining on behalf of someone else, who is not a close relative, we require signed consent from this person to release information we hold about him or her to you.
What if I’m not satisfied with the response from Scottish Ambulance?
If you are not satisfied with our response to your complaint, you may contact us again with any outstanding issues you may have and we will make every effort to resolve these for you. You may also seek Independent Advice and Support from the Citizens Advice Bureau (CAB), more information on this in our Independent Advice section
If you still remain dissatisfied after this, you may ask The Scottish Public Services Ombudsman (SPSO) to look at your complaint. The Ombudsman’s role is to investigate complaints by members of the public about the way Health Service Departments and their agencies have treated them. The SPSO is independent, impartial and free.
The Ombudsman have issued a report relating to Scottish Ambulance, please visit www.spso.org.uk/report for more details.
The address for the Ombudsman is:
Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS
Tel: 0800 377 7330
Email: ask@spso.org.uk
Website: www.spso.org.uk