Feedback, Concerns and Complaints

We are committed to providing safe, respectful, and high-quality care. We also understand that sometimes things don’t go as planned. If this happens, we want to hear from you so we can put things right and learn from your experience.


You can make a complaint by completing the form below. If you need help to do this, please contact us and we will support you.

We encourage complaints to be made as soon as possible, and ideally within 6 months of the issue occurring (or becoming known to you).

You can:
Submit a complaint yourself
Ask someone to complain on your behalf (with your consent)
Make a complaint anonymously (please note this may limit our ability to investigate fully)

What Happens Next?

Acknowledgement:
We will acknowledge your complaint within 3 working days.

Early discussion (optional)
Where appropriate, we may offer to discuss your concerns with you (by video call, phone, or email) to try to resolve things quickly. This is optional and will not delay the process if you prefer not to take part.
Investigation
Your complaint will be investigated fairly and impartially by a senior member of staff who was not involved in the issue.
If we need clarification, we may contact you to ensure we understand your concerns fully.

Our Written Response
We aim to provide a full written response within 28 days. If more time is needed, we will keep you updated at least every 28 days.
Our response will include:
A summary of your complaint, who investigated it, how the investigation was carried out, what we found, any actions or improvements we have made and how to request a review if you are unhappy with the outcome. 

If You Are Not Happy With the Outcome

Stage 2: Review
If you are unhappy with our response, you can ask for a review. A senior member of staff who was not involved previously will look again at how your complaint was handled.

Stage 3: Independent Review
If you remain dissatisfied after this, you may refer your complaint to an independent organisation, [insert ISCAS or CEDR), once our internal process has been completed.

Fairness and Confidentiality

Making a complaint will never affect your care.

Complaints are handled confidentially and shared only with those who need to be involved.

Staff named in complaints are treated fairly and given the opportunity to respond.
Learning and Improvement

Complaints help us improve our services. We regularly review feedback and complaints to identify themes, improve safety, and enhance patient experience.

Need Help?
If you need help making a complaint or providing feedback, please contact us and we will do our best to support you.