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Home » Get involved » Complaints

Complaints

Making a complaint

If you would like to contact our Complaints Team, please write to:

PO Box 13
Eglinton House
Ailsa Hospital
Dalmellington Road
Ayr
KA6 6AB

Or, you can email complaintsteam@aapct.scot.nhs.uk

Freephone number for feedback, comments, concerns and complaints – please call 0800 169 1441

Complaints procedure

You can make your complaint in person, by phone, by e-mail or in writing.

We have a two stage complaints procedure. We will always try to deal with your complaint quickly. If it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.

See our full complaints handling procedure section for more details.

Stage one: early, local resolution

We will always try to resolve your complaint quickly, within five working days if we can.

If you are not satisfied with our response, you can ask us to consider your complaint at stage two.

Stage two: investigation

We will look at your complaint at this stage if you are dissatisfied with our response at stage one. We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation.

We will acknowledge your complaint within three working days.

We will give you our decision as soon as possible. This will be after no more than 20 working days unless there is a good reason for needing more time

Scottish Public Services Ombudsman (SPSO)

The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about public service organisations in Scotland.

After receiving our final decision on your complaint, if you remain dissatisfied with our decision or the way we have handled your complaint, you can ask the SPSO to consider it. We will tell you how to do this when we send you our final decision.

You can contact the Scottish Public Service Ombudsman (SPSO) in a number of ways: 

  • Via the SPSO website
  • By completing an online contact form
  • Telephone: 0800 377 7330
  • By post: Freepost SPSO – This is all you need to write on the envelope, and you don’t need to use a stamp. 
  • In person: Scottish Public Services Ombudsman, 4 Melville Street, Edinburgh, EH3 7NS

The SPSO is open Monday, Wednesday, Thursday and Friday from 9am to 5pm; and Tuesday from 10am to 5pm.

View SPSO decision reports