Healthcare Improvement Scotland Complaints: Independent Clinics

Your duty under Regulation 15

Regulation 15 of the Healthcare Improvement Scotland (Requirements as to Independent Health Care Services) Regulations 2011 requires every independent provider to:

• Have a complaints procedure.
• Tell the complainant what action will be taken within 20 working days.
• Give patients a written copy of the procedure that includes HIS's name and address.
• Send HIS a 12 month complaints summary when asked.

When HIS steps in

HIS encourages patients to use the clinic's own procedure first. If a patient does not want to, or is unhappy with the outcome, HIS can assess the complaint. Patients should complain within 6 months.

HIS cannot award compensation, look into refunds or fees, or judge a practitioner's clinical competence, which is a matter for the professional regulators.

New rules for non surgical procedures

The Non-surgical Procedures and Functions of Medical Reviewers (Scotland) Act 2026 received Royal Assent on 12 May 2026. It restricts procedures such as injectables to permitted premises and bans them for under 18s. The premises offence cannot start before 6 September 2027.

How HSCAMP helps Scottish clinics

HSCAMP gives your clinic a documented complaints process that meets Regulation 15, help to resolve complaints within the 20 working days, and an independent final stage, so fewer complaints need to go to HIS.

Questions