How to Complain

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.

If you wish to complain about an NHS service, please contact POhWER, who will be able to offer you support to do so.

You can contract POhWER by:

Telephone: 020 3553 5960
Minicom: 0300 456 2364
Text: Send the word ‘pohwer’ and then your name and number to 81025
Email: LondonIHCAS@pohwer.net

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

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

 

How to complain about a Dental Practice

We would always suggest that you contact your dental practice and give them the opportunity to resolve matters first.
If you are unable to resolve the matter this way we would recommend contacting the Dental Complaints Service on 020 8253 0800, or you can write to them on:
Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
For more information on this process, visit their website here