Read our latest advice on Coronavirus (COVID-19)

Our services are open and safe to attend – we are still here to help during lockdown

Our quality story

Responding to complaints 

All trusts are expected to agree how quickly they will respond to a complaint with the person who has made it.

We aim to respond to all complaints as quickly as possible, although it will sometimes take longer if this involves a complex situation.

What's the standard?

Your complaint will be assessed and you will be notified of the anticipated response timeframe when your complaint is acknowledged.

How are we doing?

We regularly report on complaints handling to the Trust’s Quality Committee. The majority of complaints are responded to within the agreed timetable.

How you can help us

Help us improve our services by telling us what you think about the care you received. Often the easiest way to do this is to tell a member of staff involved in your care – ask to speak to the person in charge, usually a senior nurse or doctor.

There are lots of other ways you can comment on our services. See our feedback section for details.

If you have been a patient or live locally, you can also get involved by becoming a member of our Foundation Trust.

Got a question?

If you have a question about or comment on this information, please contact our complaints department on 020 7188 3514 or email

Our Patient Advice and Liaison Service (PALS) can also help resolve any problems you have with our hospital services.

How to complain

Read more about our complaints process. See also the website of the Parliamentary and Health Service Ombudsman.

NHS Improvement can help with some complaints directly. In other cases they can help direct you to the organisation that may be able to help you.


Page last updated: December 4 2019