"Not being given the official complaints email?"

I attended St Johns for an emergency MRI on my back at 11.45am , then after that attended A&E to see doctor about my results ( as instructed by doctor ) @ 12.45pm .

 4.45pm came and went and i asked reception when i would be getting seen and she went and enquired and told me they are looking at my results the now and would be shouted once they had looked at them , 5.10 came and a nurse calls my name ( was called 5 mins before but was in toilet ) and takes me through the doors to where the cubicles are and asks me to sit ( all this sitting and me in agony with my back ) and asks me what my pain was like where i replied i'm in agony because yous have kept me sitting in the waiting area all day , then she ( without offering me any pain meds ) tells me that my results weren't through yet and to take a seat again in the waiting room where upon she was told don't bother im going home ( because i was in desperate of my pain meds ). 

Now who is lying ? the receptionist when she says they were looking at my results when she went through , the person who told them they were looking at my results ? or the nurse that said the results weren't through yet? 

My partner phoned the reception ( not happy that i have been in pain all day and still not had my results and worse not being offered any pain meds what so ever ) to make a complaint and was given this email address (feedback@nhslothian.scot.nhs.uk ) , now surely they wouldn't accept feedback as an official complaint , surely there must be a procedure to follow for an official complaint and not do it through feedback? I get the feeling that i'm being lied to again and not being given the proper official complaints email address or even a postal address , so if anyone can shed any light on this i would greatly appreciate it