Your Rights to Make a Complaint to the NHS

If you are unhappy with an NHS service, you have the right to make a complaint.
Follow these steps:

  • Find your local NHS complaints contact

    Find the contact details on your local NHS complaints webpage.

  • Contact the NHS using BSL

    Use Contact Scotland BSL to contact the NHS if you use British Sign Language.

  • Get support from BDA Scotland

    Contact BDA Scotland’s BSL Helpline if you would like support to make your complaint.

  • Prepare your information

    The NHS will need your contact details, including:

    • Full name
    • Home address
    • CHI number
    • Mobile phone number
    • Email address

  • Explain what happened

    Include as much information as possible, such as:

    • Which NHS service was involved
    • The date and time
    • Where it happened
    • What went wrong

  • Keep evidence

    Keep copies of all information and records that may support your complaint.

    Examples include:

    • Letters
    • Emails
    • Appointment details
    • Test results
    • Notes
    • Other relevant documents

  • Ask for a meeting

    If needed, ask for a meeting with NHS staff.

    You can also request a BSL/English interpreter for the meeting.

  • If you are still unhappy

    If you are not satisfied with the NHS response, you can contact the:

    Scottish Public Services Ombudsman (SPSO)

Contact

James Barnes-Miller
BSL Equality and Inclusion Officer

Email: james.barnes-miller@bda.org.uk

Text: 07814 675589

FaceTime / WhatsApp: 07814 675589