Compliments and Complaints

The Partnership welcomes feedback from everyone who accesses or interacts with local services and support options. Your feedback is valued and is used to inform future improvements and help staff know when they are getting it right.

There are different ways you can provide feedback, compliments, or raise a formal complaint, depending on whether your comments relate to a local service or the Integration Joint Board.

Providing feedback about a service

One of the easiest ways to provide feedback is through Care Opinion, an independent website which is trusted by the Scottish Government and NHS Scotland. Feedback and reviews published on Care Opinion are read and responded to by members of local teams – meaning your comments can reach staff directly.

You can also provide feedback by speaking directly to a member of staff in the team you have received care or support from.

To make a formal complaint about the service or care you have received, please follow the Complaints Handling Procedure of either Falkirk Council or NHS Forth Valley. If your issue relates to an NHS service, you can also contact the Patient Advice and Support Service – an independent service providing free, accessible, confidential information and advice to patients, carers, and families about NHS healthcare.

If you have a formal complaint relating to care provided by a GP Practice (doctor’s surgery), dentist, optician or pharmacy (chemist), you should raise your complaint with the local Practice Manager. If you are not comfortable dealing direct with the GP Practice or pharmacy please contact the NHS Forth Valley Patient Relations Service on 01324 566660,  who can offer advice and support.

Tell your story on Care Opinion

You can share your experience easily using the form below, by visiting the Care Opinion website, via phone on 0800 122 31 35, or by completing a free-post Care Opinion feedback leaflet from the service.

Your story will be published anonymously, and your personal details will not be shared with anyone else other than Care Opinion.

Providing feedback about the Integration Joint Board

If you would like to raise a complaint relating to the Integration Joint Board’s policies; decisions; or an administrative process set out by the Board, please get in touch via the details below.

You can review our Complaints Handling Procedure to understand how the Board handles complaints. The procedure helps us get it right the first time, and provides a simple and streamlined process with early resolution. The Board is committed to valuing feedback from staff, people who use our services, and the wider public.

Falkirk Integration Joint Board’s definition of a complaint is: “An expression of dissatisfaction by one or more members of the public about the Integration Joint Board’s action, lack of action, or about the standard of service the Board has provided in fulfilling its statutory responsibilities”. Issues not covered by this definition are likely to be covered by Complaints Handling Procedures of either Falkirk Council or NHS Forth Valley.

To make a complaint relating to the Integration Joint Board, please contact us:

If you are unhappy with the response provided from any of the above formal complaint processes, you can contact the Scottish Public Services Ombudsman online or by freephone: 0800 377 7330.