Welcome to the complaints page. Here you can submit a formal complaint to the Trust by completing the online form. However, we encourage you to familiarise yourself with the information below, which relates to different methods of lodging a complaint with us. As stated in the Contact Us page, it is important that you try these alternative channels of making a complaint before submitting a complaint via this website.
Local resolution of your complaint
If you wish to make a complaint you can:
- Speak to the person in charge of the ward or area concerned, or
- Speak to your local Patient Advice and Liaison Service (PALS) Linkworker, or
- Speak to the Complaints Manager
Submittting a complaint in writing
The address of the Trust Complaints Manager is:
The Complaints Manager
Central and North West London NHS Foundation Trust
Greater London House
Hampstead Road
London
NW1 7QY
Telephone: 020 3214 5784 or 020 3214 5785
Email: complaints.cnwl@nhs.net
Please note that if you are making a complaint on behalf of another person, that we may need to obtain that person’s consent for you to make the complaint on their behalf, before we can make a response. Otherwise our response may be limited.
You will receive an acknowledgement of your complaint within 3 working days of its receipt. A member of staff will be nominated to investigate your complaint, and he or she will contact you to discuss what happened and what outcomes you are looking for.
A Complaint Plan will be agreed with you. This will include how the complaint will be considered, and may include a local resolution meeting, as well as a timeframe for the completion of the investigation. The agreed Plan will then be carried out.
If you are unhappy with the findings of the investigation you can request a Management Review of the investigation into your complaint. This will be carried out by a manager not connected with the initial investigation or the service about which the complaint relates.
At the end of the process you will receive a final response letter confirming the action taken to resolve your complaint. You will also be informed of the next step if you remain dissatisfied.
Independent review of your complaint
If you remain dissatisfied with the response that has been made to your complaint, you have the right to ask for your complaint to be reviewed by the Health Service Ombudsman.
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Phone: 0345 015 4033 (Monday –Friday, 8.30 am –5.30 pm)
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk