If you are unhappy with the service you have recieved, you can either complain to:

• The provider of the service, e.g. your doctor
• or the funder of the service, e.g. NHS England

You cannot complain to NHS England if you have already complained to the service provider, i.e. your doctor.

When should I complain?

As soon as possible. Complaints should be made within 12 months of the date of the event you are complaining about.

Who can complain?

Usually you should make the complaint yourself, but you can ask someone else to make the complaint with your permission.

If you wish to complain about a social care service or a private health service, please get in touch with us for more information.

What is advocacy?

Advocacy supports people to express their views and concerns. An advocate will make sure your views are considered when choices are made about your care and treatment and they will support you to make a formal complaint.

We offer NHS complaints advocacy in Hammersmith & Fulham. Click here for more information.

You can find more mental health advocacy services on the Mental Health tab on our Local Services page.

If you would like to complain about a specific GP practice or hospital, guidelines and key contacts can be found below:

Section one: How to complain about a GP practice

Step one: Complain directly to GP practice

The NHS constitution states that every GP practice must have a complaints procedure, which must be provided to patients if they request it. All complaints must be acknowledged within three days and the patient must be told about the outcome of the investigation.

Formal complaints should always include:

• What or who you’re complaining about
• What happened and when
• What you’d like to be done to resolve your complaint
• How to contact you

OR

Step two: Complain to NHS England

Email: england.contactus@nhs.net  (please state: ‘For the attention of the complaints team’ in the subject line)

Phone: 0300 311 22 33

Postal address: NHS England, PO Box 16738, Redditch, B97 9PT

Step three: Complain to the ombudsman

If unresolved after stage two, complaints can be referred to the Parliamentary and Health Service Ombudsman.

Webpage: https://www.ombudsman.org.uk/making-complaint/complain-us-getting-started/complaint-forms

Phone: 0345 015 4033

Section two: How to complain about a hospital service

Step one: Speak to PALS

PALS (Patient Advice and Liaison Service) are usually able to deal with most complaints informally before progressing to the formal complaint stage.

Contact details for each hospital PALS can be found in section three.

Step two: Complain to the hospital

Each hospital should have a formal complaints process. All formal complaints to any hospital should be acknowledge in writing by the hospital within three working days.

Contact details for each hospital complaints department is found in section three.

Step three: Complain to the ombudsman

If unresolved after stage two, complaints can be referred to the Parliamentary and Health Service Ombudsman.

Webpage: https://www.ombudsman.org.uk/making-complaint/complain-us-getting-started/complaint-forms

Phone: 0345 015 4033

Section three: Key hospital contacts

Hammersmith and Fulham

Charing Cross Hospital

PALS

Email: IMPERIAL.PALS@NHS.NET

Phone: 020 3313 0088 (Monday to Friday, 09.00-17.00)

Postal address: PALS manager, Charing Cross Hospital, Fulham Palace Road, London W6 8RF

 Complaints

 Email: ICHC-TR.COMPLAINTS@NHS.NET

Postal address: Complaints department, 4th floor, Salton House, St Mary’s Hospital, Praed Street, London W2 1NY

Hammersmith Hospital and Queen Charlotte’s & Chelsea Hospital

PALS

Email: IMPERIAL.PALS@NHS.NET

Phone: 020 3313 3322 (Monday to Friday, 09.00-17.00)

Postal address: PALS manager, Hammersmith Hospital, Du Cane Road London W12 0HS

Complaints

Email: ICHC-TR.COMPLAINTS@NHS.NET

Postal address: Complaints department, 4th floor, Salton House, St Mary’s Hospital, Praed Street, London W2 1NY

Kensington and Chelsea

Chelsea and Westminster Hospital

PALS

Email: cwpals@chelwest.nhs.uk

Phone: 020 3315 6727

Complaints

 Email: complaints@chelwest.nhs.uk

Postal address: Complaints Department, Chelsea and Westminster Hospital, 369 Fulham Road, London, SW10 9NH

Westminster

St Mary’s Hospital

PALS

Email: IMPERIAL.PALS@NHS.NET

Phone: 020 3312 7777 (Monday to Friday, 09.00-17.00)

Postal address: PALS manager, Ground Floor, Clarence Wing, St Mary’s Hospital, South Wharf Road, London W2 1NY

Complaints

 Email: ICHC-TR.COMPLAINTS@NHS.NET

Postal address: Complaints department, 4th floor, Salton House, St Mary’s Hospital, Praed Street, London W2 1NY

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