Feedback and complaints

We take complaints about our work, staff, and levels of service very seriously. If you're unhappy with our service, it's important to let us know so we can improve. There are 2 ways to tell us what you think. 

You can:

• provide feedback
• use our complaints process

Feedback helps us improve the quality of our products and services.

If you would like to give us positive feedback or let us know where we can improve, you can:

• email: [email protected]
• speak to a member of staff using our general enquiries number - 0300 303 5678

We record and review all feedback to help us improve our services.

We have a two-stage process for dealing with complaints. We'll try to resolve your complaint at the earliest stage possible.

If you're unhappy with our service, you should let us know as soon as you can. Most problems can be sorted out quickly without using the official complaints process. Contact our enquiries team to speak to a member of staff: 0300 303 5678.

We can only deal with complaints about the work, staff, and levels of service provided by us.

We cannot deal with:

• complaints about government policy on health and social care
• complaints about hospitals, GP practices, and other NHS services
• complaints about social care services

To make a complaint, you can:

• email: [email protected] (use 'stage 1 complaint' as the subject)
• call general enquiries: 0300 303 5678

You should put detailed complaints in writing to make sure we're able to respond to all your concerns.

We will need:

• a clear, detailed description of your complaint
• copies of any letters or emails about the matter
• any correspondence reference number
• your email address or postal address so we can reply
• 'stage 1 complaint' to be added to the subject field when contacting us by email

How we handle stage 1 complaints

We will look at your complaint and work with the department concerned to resolve it.

Timescale

We try to resolve complaints within 10 working days. If your complaint is complex this might not be possible. If we need more time we'll let you know and tell you when you can expect a response.

Outcome

We'll send you a response to your complaint telling you what we will do to resolve it. Most complaints are resolved at this stage.

If you do not feel we have sufficiently answered your complaint after Stage 1, or you have additional information that needs to be considered as part of the complaints process, your complaint moves to stage 2. 

You should put detailed complaints in writing to make sure we're able to respond to all your concerns. You can make a formal complaint by using any of the following options:

How we handle stage 2 complaints

When we get your stage 2 complaint we will:

• tell you we've got it and give you a reference number within 2 working days
• investigate your complaint - the Complaints Manager and the director of the area you're complaining about will do this

Timescale

We try to resolve formal complaints within 20 working days. If your complaint is complex this might not be possible. If we need more time, we'll let you know and tell you when you can expect a response.

Outcome

You'll get a formal response from the director who investigates your case.

If you do not feel that your complaint has been resolved after stage 2, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about NHS organisations in England. It's an independent service which is free for everyone to use.