Please use this page to submit your concern or complaint

We aim to acknowledge all complaints within five working days and to provide a full response within 20 working days. If we expect that our investigation may take longer, we will make sure to contact you about this.

We ask you to:

- tell us your main areas of concern;

- provide us with your contact details so we can acknowledge your complaint and get in touch with you if we have any questions.

Thank you for taking the time to contact us.

Data Use & Our Privacy Policy

If you agree to share your data with Chest Heart and Stroke Scotland in order to fulfil the Complaints Process we will use the data you provide in accordance with our privacy policy which can be found on the following page: CHSS Privacy Policy

Your data will be stored in our complaints management system, Risk Mate, and will contain only the information you have supplied:
- Your first and last name
- Your address
- Your phone number
- Your email address
- Details of the complaint which may contain other identifying information, depending on what you have chosen to share with us.

And will be processed for the following purposes:
- To carry out the complaint investigation process.
- Where relevant, to carry out the appeal process.
- If issues raised in a complaint relate to or partially overlap with the principles of our Duty of Candour policy, to carry out the investigation process following this policy. In this case, you will be made aware of the process that will be followed.

A summary of formal complaints will be presented to relevant internal governance groups. This summary will not identify any individuals but focus only on trends in complaints, effectiveness of complaints handling, and lessons learned.

This data will be held securely for three years from the last activity date on your complaint and will then be disposed of in line with our data retention policy.

In line with Data Protection legislation, you have the right for your data to be no longer used or removed. If you would like to do this, please contact us the following email address: [email protected]