Although we are not an advocacy service, we can provide information on how to make a complaint about a health or social care service that you have used.
As a first port of call, please click here to download the comprehensive guide we put together in Hammersmith and Fulham. The guide walks you through the process of complaining about health and social care and offers guidance on how to find support and advice. If you are a resident of Westminster or Kensington and Chelsea, this guide can still help, or you can refer this webpage
For independent NHS health complaints advocacy and support, you can contact Pohwer on pohwer@pohwer.net or 0300 456 2370
If you wish to complain about a social care service, please get in touch with us for more information.
You may also find this video guide useful:
While we cannot advocate on your behalf, by sharing your experience with us you can help shape the design of your local services. Taking five minutes to have your say can have a big impact.
Do so by going to Share Your Story
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