Complaints Policy
We aim to provide a safe, respectful and high-quality service. If something hasn’t met that standard, here’s how to raise it — and what happens next.
How to complain
We prefer complaints in writing (by email or letter) so we can investigate accurately; if you raise a complaint verbally, we may ask you to confirm it in writing. Please include:
- Your full name and contact details
- The date(s) of the event
- A brief description of what occurred
- The outcome you’re looking for — an explanation, an apology, or something else
Where to send it
Complaints are handled by our Complaints Manager, Dr Hawkley:
STEP Business Centre, Wellgreen Place, Stirling, FK8 2DZ
info@vikingmedicalservices.co.uk
Stage 1 — local resolution
We will acknowledge your complaint within 3 working days and provide a written response within 20 working days. If we need longer, we will tell you and explain why. Our response will normally include our findings, any actions taken, an apology where warranted, and the next steps open to you.
Stages 2 and 3 — independent review
If you are not satisfied with our response, you can request a review by the Independent Doctors Federation. Should the matter remain unresolved after that, you may seek independent adjudication through ISCAS (the Independent Sector Complaints Adjudication Service).
Time limits
Complaints should be raised within 6 months of the event, or of you becoming aware of it. We will consider complaints outside this window where a fair investigation is still possible.
Confidentiality
Information about your complaint is shared only with those investigating it. If you are complaining on behalf of someone else, we will need the patient’s consent before disclosing clinical details.