How to Make a Complaint
You have the right to complain
If you are not happy with the care or treatment you have received or you have been refused treatment for a condition, you have the right to complain, have your complaint investigated, and be given a full and prompt reply. You can raise a concern or make a complaint in writing, by email, over the telephone or in person.
Informal complaints
Most issues can be resolved without you having to make a formal complaint. Try having an informal chat with your doctor or a member of staff first. A formal complaint takes time and minor issues are resolved quicker if you just speak to a person on site. For example, if you have problems booking a GP appointment speak to the practice manager about it. If you are worried about something during your hospital outpatient appointment talk to one of the nurses or the clinic manager. NHS England urges everyone to see if things can be solved there and then before they escalate into a real problem.
Formal complaints
However, if this does not solve your problem, or even if it does, but you would still like to make a formal complaint, you should ask to see the complaints procedure and follow the instructions on how to make a complaint.
Make your complaint as soon as possible. In the NHS, complaints should normally be made within 12 months of the date of the event that you are complaining about, or as soon as the matter first came to your attention.
In some cases, the time limit can be extended (so long as it is still possible to investigate the complaint). An extension might be possible, for instance in situations where it would have been difficult for you to complain earlier, for example, when you were grieving or undergoing trauma.
Free NHS advocacy service
If you need help with the complaints process, then there is a free service for Waltham Forest residents. See the NHS Advocacy page for details.
How to complain about
Step 1 – Talk informally to the practice manager.
If issue unresolved:
Step 2 – Make a formal complaint to the practice manager.
If issue still unresolved:
Step 3 –
Complain to NHS North East London integrated care board.
Call on 020 8221 5750
or by email: nelondonicb.complaints@nhs.net Please copy to Healthwatch Waltham Forest at info@healthwatchwalthamforest.co.uk
or in writing to: Complaints Department, NHS North East London, 4th Floor – Unex Tower, 5 Station Street, London E15 1DA.
For more information see here.
If issue still unresolved:
Step 4 – Complain to the Parliamentary and Health Service Ombudsman
Write to Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or call on 0345 015 4033, Monday to Thursday 8.30am to 5pm, Friday 8.30am to 12pm.
For more information about the Ombudsman, see here.
Step 1 – Contact the Whipps Cross Patient Advice and Liaison Service (PALS) team on 020 8535 6438 or email WXpals.bartshealth@nhs.net. They also have a drop in service at junction 4 in the main building, 9.30am to 4.30pm, Monday to Friday.
If issue unresolved:
Step 2 – Make a formal complaint to the Barts Health complaints team. Call 020 7480 4776 (weekdays 9am to 4.30pm) or email BHNT.CentralComplaints@nhs.net
If issue still unresolved:
Step 3 – Complain to the Parliamentary and Health Service Ombudsman
Write to Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or call on 0345 015 4033, Monday to Thursday 8.30am to 5pm, Friday 8.30am to 12pm.
For more information about the Ombudsman, see here.
Step 1 – contact the PALS teams.
The Royal London and Mile End hospitals – Drop in at the Patient and Family Contact Centre, ground floor, Stepney Way atrium at the Royal London hospital, 10am to 5pm, Monday to Friday.
Call 020 3594 2040 or email RLHpals.bartshealth@nhs.net. or bartshealth.familycontact@nhs.net
Newham University Hospital – Drop in at zone 1, St. Andrews Wing, 9.30am to 4.30pm, Monday to Friday.
Call 020 7363 9292 or email nuhpals.bartshealth@nhs.net.
St. Bartholomew’s Hospital – Drop in at Kenton Lucas Building, ground floor, 9.30am to 4.30pm. Monday to Friday.
Call 020 3465 5919 or email SBHpals.bartshealth@nhs.net.
For more information on Barts Health PALS teams, see here.
If issue unresolved:
Step 2 – Make a formal complaint to the Barts Health complaints team. Call 020 7480 4776 (weekdays 9am to 4.30pm) or email BHNT.CentralComplaints@nhs.net
If issue still unresolved:
Step 3 – Complain to the Parliamentary and Health Service Ombudsman
Write to Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or call on 0345 015 4033, Monday to Thursday 8.30am to 5pm, Friday 8.30am to 12pm.
For more information about the Ombudsman, see here.
Step 1 – For non-Barts Health hospitals, find out which NHS Trust runs the hospital and check their website for information about how to contact the PALS team.
If issue unresolved:
Step 2 – Make a formal complaint to the hospital’s complaints team.
If issue still unresolved:
Step 3 – Complain to the Parliamentary and Health Service Ombudsman
Write to Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or call on 0345 015 4033, Monday to Thursday 8.30am to 5pm, Friday 8.30am to 12pm.
For more information about the Ombudsman, see here.
Step 1 – contact the London Ambulance Service.
Tel:020 3069 0240
Email: patient.experiences@lond-amb.nhs.uk
Address: London Ambulance Service NHS Trust, Patient Experiences Department, Units 1&2 Datapoint Business Centre, 6 South Crescent London E16 4TL
Community and mental health services in Waltham Forest are run by the North East London NHS Foundation Trust (NELFT).
Step 1 – Contact the PALS team on 0300 300 1711 or email nelftpals@nelft.nhs.uk
If issue unresolved:
Step 2 – Make a formal complaint to the NELFT Complaints Department, call 0300 300 1711 or email nelftcomplaints@nelft.nhs.uk or by post at Suite 3, Phoenix House, Christopher Martin Road, Basildon, SS14 3EZ
If issue still unresolved:
Step 3 – Complain to the Parliamentary and Health Service Ombudsman
Write to Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or call on 0345 015 4033, Monday to Thursday 8.30am to 5pm, Friday 8.30am to 12pm.
For more information about the Ombudsman, see here.
Step 1 – ask for their complaints procedure and follow it closely. Contact the hospital and address your complaint in writing to the hospital’s executive director.
If issue unresolved:
Step 2 – contact the hospital’s parent company.
If issue unresolved:
Step 3 – If you are an NHS patient – complain to the Parliamentary and Health Service Ombudsman
Write to Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or call on 0345 015 4033, Monday to Thursday 8.30am to 5pm, Friday 8.30am to 12pm.
For more information about the Ombudsman, see here.
Step 3 – if you are a private patient – complain to the Independent Sector Complaints Adjudication Service (ISCAS). Call on 020 7536 6091 or by post – CEDR, 3rd Floor, 100 St Pauls Churchyard, London, EC4M 8BU.
For more information about ISCAS, see here.
Step 1 – contact the agency directly to complain. If your complaint is about an individual, then talk to their manager.
If issue unresolved, Find out how the care is commissioned and paid for
if the care is commissioned and paid for by the NHS,
Step 2 – contact the PALS and complaints teams of the relevant NHS trust.
If issue unresolved:
Step 3 – complain to the Parliamentary and Health Service Ombudsman
Write to Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or call on 0345 015 4033, Monday to Thursday 8.30am to 5pm, Friday 8.30am to 12pm.
For more information about the Ombudsman, see here.
if the care is commissioned and paid for by Waltham Forest Council,
Step 2 – fill in an online complaint with the council here.
If issue unresolved:
Step 3 – Contact the Local Government and Social Care Ombudsman. Use their online complaints form here or call them on 0300 061 0614 (10am to 4pm, Tuesday to Friday) for advice on making a complaint.
if you pay for the care privately,
Step 2 – contact the Local Government and Social Care Ombudsman. Use their online complaints form here or call them on 0300 061 0614 (10am to 4pm, Tuesday to Friday) for advice on making a complaint.
Step 1 – ask for their complaints procedure and follow it closely.
If issue unresolved:
Is the service you wish to complain about publicly-funded? (By NHS or council?)
No or not sure
Step 2 – you can report your concerns to the Charity Commission here.
Yes through the NHS
Step 2 – Contact NHS North East London integrated care board, tel: 020 8221 5750
or email nelondonicb.complaints@nhs.net
or in writing to: Complaints Department, NHS North East London, 4th Floor – Unex Tower, 5 Station Street, London E15 1DA.
If issue unresolved:
Step 3 – you can report your concerns to the Charity Commission here.
Yes by the council
Step 2 – inform one of your ward councillors, see here to find your councillor (wards in Waltham Forest have either two or three councillors per ward).
Step 1 – ask for their complaints procedure and follow it closely. Complaints procedures should be found of the service or relevant department’s website.
If issue unresolved:
Step 2 – Write to your Member of Parliament (MP)
Walthamstow (London Borough of Waltham Forest wards – Chapel End, Higham Hill, High Street, Hoe Street, Lea Bridge, Markhouse, St James, Upper Walthamstow, William Morris and Wood Street).
STELLA CREASY (Labour and Co-operative).
Address – House of Commons, Westminster SW1A OAA
Office Telephone: 020 8521 1223 or Email: stella@workingforwalthamstow.co.uk
Chingford and Woodford Green – (London Borough of Waltham Forest wards – Chingford Green, Endlebury, Hatch Lane and Highams Park North, Hale End and Higham Park South, Larkswood and Valley plus two wards in London Borough of Redbridge)
SIR IAIN DUNCAN SMITH (Conservative)
Address – House of Commons, Westminster SW1A OAA
Telephone 020 7219 2667
Email: iain.duncansmithmp@parliament.uk
Leyton and Wanstead – (London Borough of Waltham Forest wards – Cann Hall, Cathall, Forest, Grove Green, Leyton and Leytonstone plus two wards in London Borough of Redbridge)
JOHN CRYER (Labour)
Address: 6 Gainsborough Road, Leytonstone, E11 1HT
Office Telephone: 020 8989 5249
Step 3 – if necessary your MP will be able to take your complaint to the Parliamentary and Health Service Ombudsman as only MPs can submit complaints about Government services and departments