Patient Complaints – Viking Medical Services

We welcome feedback and take concerns seriously.

We aim to provide a safe, respectful and high-quality service. If you are unhappy with any aspect of your care or experience, please let us know so we can put things right and learn from your feedback.

How to raise a concern or complaint

You can raise a concern informally or make a formal complaint.

Preferred method: in writing (email or letter) so we can investigate accurately.
If you tell us verbally, we may ask you to confirm the details in writing.

Please include:

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Your full name and contact details
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The date(s) of the event(s)
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A brief description of what happened
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What outcome you would like (e.g. explanation, apology, correction of error)

Where to send your complaint

Complaints Manager: Dr Hawkley
Viking Medical Services
Address: Office 15, STEP Business Centre, 73 Wellgreen Pl, Stirling FK8 2DZ
Email: info@vikingmedicalservices.co.uk

What happens next? (Stage 1 – Local Resolution)

We will:

Acknowledge your complaint within 3 working days

Investigate the matter appropriately (including reviewing relevant records)

Provide a written response within 20 working days

If we need more time (e.g. the issue is complex), we will tell you why and keep you updated until a final response is provided.

Our response will normally include:

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What we found
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Any actions taken (or planned)
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An apology where appropriate
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Next steps if you remain dissatisfied
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Confidentiality

Complaints are handled confidentially. Information is shared only with people who need it to investigate and respond.

If you are complaining on behalf of someone else, we may require written consent from the patient before we can discuss clinical details.

If you remain unhappy (Stage 2 – IDF Review)

If you are not satisfied with our Stage 1 response, you can request a Stage 2 review through the Independent Doctors Federation (IDF) complaints process.

If still unresolved (Stage 3 – Independent adjudication)

If your complaint remains unresolved after Stages 1 and 2, it may be referred for independent adjudication through ISCAS, in line with the ISCAS Code of Practice.

Time limits

Complaints should normally be made within 6 months of the event, or within 6 months of becoming aware of the issue. Exceptions may apply where appropriate and a fair investigation is still possible.

Thank you for helping us improve our service.