Complaining about NHS services

Everyone who provides an NHS service in England must have their own complaints procedure.

You can often find information in waiting rooms, at reception, on the service provider’s website, or by asking a member of staff.

You can either complain to the NHS service provider directly or to the commissioner of the services, which is the body that pays for the NHS services you use. You cannot apply to both.

In Berkshire, complaints made to the commissioner are managed by the South East Complaints Hub which is hosted by NHS Frimley ICB and works on behalf of the ICBs in the South East.

The postal address for the South East Complaints hub is as follows:

South East Complaints Hub

NHS Frimley Integrated Care Board

King Edward VII Hospital

St Leonards Road

Windsor

SL4 3DP

Phone number: 0300 561 0290

Email address: Frimleyicb.southeastcomplaints@nhs.net

Making a complaint

Complaints should normally be made within 12 months of an incident or of it coming to your attention.

This time limit can be extended provided you have good reasons for not making the complaint sooner and it’s possible to complete a fair investigation.

This will be a decision taken by the complaints manager in discussion with you.

You can make a complaint verbally, in writing or by email. If you make your complaint verbally, a record of your complaint will be made and you’ll be provided with a written copy.

If you’re complaining on behalf of someone else, include their written consent with your letter (if you’re making your complaint in writing) as this will speed up the process.

If the person cannot give their consent, for example, if they have died or lack mental capacity, or are a child who cannot complain for themselves, you may be able to complain for them.

What to expect

You should expect an acknowledgement and the offer of a discussion about the handling of your complaint within 3 working days of receiving your complaint.

If you accept, the discussion will cover the period within which a response to your complaint is likely to be sent.

There’s no set timeframe, and this will depend on the nature of your complaint.

If, in the end, the response is delayed for any reason, you should be kept informed.

Once your complaint has been investigated, you’ll receive a written response.

The response should set out the findings and, where appropriate, provide apologies and information about what’s being done as a result of your complaint.

It should also include information about how the complaint has been handled and details of your right to take your complaint to the relevant ombudsman.

If you’re not happy with the outcome

If your problem persists or you’re not happy with the way your complaint has been dealt with locally, you can complain to the relevant ombudsman.