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 the Complaints Manager, Jacent Tracey or
Complaints Officer, Catherine O'Reilly
Submitting 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
Please note that if you are making a complaint on behalf on another person, that we will need to obtain that person's consent for you to make the complaint on their behalf, before we can make a response.
You will receive an acknowledgement of your complaint within two working days of its receipt. A response will be made to each formal complaint by the Chief Executive within 25 working days from its receipt by the complaints department. The Chief Executive's response will also offer you the opportunity to meet with the Investigating Manager to discuss the findings of the investigation.
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 reveiwed by the Healthcare Commission. The Healthcare Commission is an independent body set up to encourage improvements in healthcare by looking at the performance of those who provide services.
You should make your request within 6 months of the final written response from the Trust to:
The Healthcare Commission
FREEPOST NAT 18958
Complaints Investigation Team
Manchester
M1 9XZ
Phone: 0845 601 3012
Email: complaints@healthcarecommission.org.uk