Raising your concerns

If you are unhappy with any aspect of the service you receive from us you should speak to a member of our staff as soon as possible. On most occassions problems and concerns can be sorted out straightaway.

Making a formal complaint

If you feel that your complaint has not been addressed adequately, and you wish to make a formal complaint, the following stages outline the process for doing this.

Stage one - local resolution

We have a a complaints manager to deal with formal complaints.

If your complaint is complex, please write as detailed an account as possible so we can be sure that we understand all your concerns.

We try to investigate and respond to complaints within 20 working days. In complex cases, this might take a little longer.

If you are still dissatisfied when the complaints manager has responded and you feel that we have not responded adequately to your concerns, the complaints manager will arrange a meeting with the chief executive or an appropriate director.

Following this, if you still do not feel that your complaint has been fully dealt with, you can request an independent Review.

Stage two - independent review

We have convenors to consider requests for independent review. The convenor will be a non-executive director of The NHS Information Centre.

Please write to the complaints manager within 28 days of the completion of your local resolution, outlining why you are still dissatisfied.

The convenor will review your complaint, seek advice where appropriate and choose one of the following courses of action:

• ask the complaints manager to re-investigate your complaint
• set up an independent review panel
• advise you that there is nothing further they can do.

An independent review panel will only be set up if the convenor thinks it is likely to resolve the problems you have identified.

An independent chairperson will be invited to sit on this panel. The panel will talk to everyone involved and produce a short report. This will be sent to you and to the chief executive.

The panel has no power to discipline anyone or to award compensation. However it can make recommendations.

Stage three - the ombudsman

If you still feel your concerns have not been addressed, you can ask the ombudsman (health service commissioner) to investigate your complaint.

The ombudsman, who is appointed by Parliament and is completely independent from the NHS, will decide whether to investigate your complaint. The ombudsman will not usually take action on a case that has not been through the NHS complaint procedure (outlined above).