Making a complaint

While we hope that you do not need to make a complaint about our services, if you do, we want to make the process easy. 

There is no special form you need to complete to make a complaint, just get in touch with us and we will try to resolve it.  You can make a complaint verbally or in writing (by email, letter or phone call). 

If you have had a complaint dealt with by the our Patient Experience Team we would like to hear from you.We would like to hear about what we are doing well and what we can learn from. Please complete this survey.

What do we do when we receive your letter?

When we receive your letter or call, we will:

• Carefully listen, or read, to what you have to say and try to clarify the outcomes you are looking for

• Formally acknowledge your complaint within 3 working days

• Ask for your consent before responding, if a complaint is made on your behalf (i.e. by a carer, friend, relative or advocate)

• Not allow the complaint to affect the quality of your care

• Appoint an investigator, who is not linked to the service you are complaining about, to consider your complaint carefully, investigate thoroughly and fairly and try to resolve it

• Review whether we could have done something better and how we can learn from your complaint to improve the service

• Formally respond in writing within 25 working days and explain how we investigated it and what the outcomes of the investigation are

Complaints about the use of the Mental Health Act (if you are detained)

If you, or the person who wish to complain on behalf of, is detained under the Mental Health Act you have the right to complain and address any outstanding concerns with the Care Quality Commission (CQC).

The CQC can be contacted as follows:

CQC National Customer Service Centre

Citygate, Gallowgate, Newcastle-Upon-Tyne, NE1 4PA

Tel: 03000 616161

Website: www.cqc.org.uk

Where to send your complaint   

Or