We want everyone to have a positive experience with us. If something hasn’t gone well, we’re here to listen and put things right. 

How to Make a Complaint 

If you’d like to make a complaint or raise a concern, you can: 

Email info@brainsciences.scot 

Call 0131 353 0233 

Write to us at Scottish Gas Murrayfield Stadium
South Stand, 3rd Floor
Roseburn St
Edinburgh
EH12 5PJ 

If you raise a concern, we’ll acknowledge it within 2 working days. 

We generally request that complaints are submitted within 6 months of the event date to allow more accurate investigation. We may refuse to investigate complaints which are made out side this timeframe. 

What Happens Next 

We review every complaint to understand how urgent or serious it is: 

  • Minor concerns
    These can often be resolved straight away. We’ll make a short note and take any action needed. 
  • Moderate or serious complaints
    These are passed to managers or senior leaders and recorded through our formal process so we can investigate properly. 

If the first person you speak to can’t resolve the issue, they’ll make sure it reaches someone who can. 

Our Investigation Process 

If a formal investigation is needed, we will: 

  • Look into what happened 
  • Decide the best way to resolve things 
  • Identify any actions to prevent similar issues in the future 

We aim to give you a full response within 20 working days.
If we need more time, we’ll let you know why. 

If you’re not satisfied with the outcome, we can escalate the matter further. 

After Your Complaint Is Closed 

We share any lessons learned with relevant staff, and we keep complaint records for five years. 

Complaints About Healthcare Services 

You can also contact Healthcare Improvement Scotland at any time: 

Programme Manager
Healthcare Improvement Scotland
Independent Healthcare Services Team
Gyle Square, 1 South Gyle Crescent
Edinburgh, EH12 9EB
Email: his.ihcregulation@nhs.scot