Compliments & complaints

We take all feedback, whether negative or positive, very seriously. 

Your comments help us to rectify mistakes and make improvements where necessary. Some of the comments and feedback we receive are used to shape improvements to our services. We never stand still and always look to do better.

Compliments
It’s very reassuring and motivating for us to know that we’re meeting the high standards of care and service we set ourselves. If you’re particularly pleased with the care you’ve received or the services / support we’ve provided, we’d be delighted if you would let us know.

Complaints
Occasionally we don’t get things right and mistakes happen. When they do, it’s important for us to hear about them. You can contact us informally to discuss your concern. If you feel that we’ve not addressed your concern, you can make a formal complaint. You can do this verbally, or in writing – either way, we will take your complaint seriously and thoroughly investigate the matter promptly.  

You can also share your experiences with the Care Quality Commission using this link. 

Other organisations that can be contacted regarding care include: The Patients Association for information and advice about making a complaint and campaigns to improve patient safety and patient care. And www.protect-advice.org.uk for free whistleblowing advice.

If the complaint involves a serious allegation of professional misconduct you may wish to report the matter to one of the following regulatory councils:

Nursing and Midwifery Council: 020 7637 7181
General Medical Council: 0161 923 6602
Health & Care Professions Council: 0300 500 6184
Fundraising complaints can be raised via the Fundraising regulator
Lottery complaints can be raised the Gambling Commission
Information Governance / GDPR complaints can be raised via the ICO