Making a complaint

Our Patient Experience team is your first point of contact if you would like to make a complaint or raise a concern about our service.

How to contact the Patient Experience team

Telephone: 020 3267 4267  (Monday – Friday 09:30 – 16:30)

The Patient Experience team are mainly working remotely. If there is no answer on our telephone line, please leave a message and we will return your call by the end of the next working day.

Email: [email protected]

Complaints

If you wish to make a complaint, please contact the Patient Experience team using the details above or complete our complaints form

Complaints should normally be made within 12 months of an incident or of the matter coming to your attention. This time limit can be extended provided you have good reasons for not making the complaint sooner and it is possible to complete a fair investigation.

If you make your complaint verbally, a record of your complaint will be made and you will be provided with a written copy.

If you are complaining on behalf of someone else, we will require their consent that you are acting on their behalf. We will however consider the circumstances, if this is not possible.

If you remain dissatisfied at the conclusion of our complaint investigation, you have the right to approach the Parliamentary and Health Service Ombudsman. For more information, please visit the Parliamentary and Health Service Ombudsman website.

How we will manage your complaint

• We will acknowledge your complaint within 3 working days.
• We will involve relevant teams to assist us in responding to the specific issues raised and to identify any learning to improve our service.
• We aim to resolve all complaints quickly and effectively. We aim to resolve complaints within 35 working days. If our investigation is going to take longer than this, we will update you regarding the reasons for the delay.
• Our Chief Executive or one of our Executive team will provide you with a written response to your complaint.

What we will do if we get it wrong

Although we aim to provide a high quality service, there are times when we get it wrong. When that happens, we will do the following:

• Provide a meaningful apology.
• Explain any failings and the impact they have had.
• Explain how we will put things right.

Where can I get more help?

Our Patient Experience team will be able to advise you on the complaints process. You may however wish to seek additional support from an advocacy service.

Each local authority has a duty to ensure that local independent advocacy services provide support to people who want to make a complaint. There are a number of different providers across London.

For more information, please see NHS.UK.