Complaint Handling Principles
We seek to utilise the following principles when handling complaints.
- Getting it right – acting in accordance with the law and the rights of the public.
- Being customer-focused – listening to the complainant.
- Being open and accountable – giving reasons for decisions.
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvement.
Patients are entitled to make a complaint up to 12 months from the occurrence giving rise to the complaint or from the time that they become aware of the matter. The complaints manager has discretion to extend this time if there are good reasons for the delay.
It is our aim to resolve complaints informally and at an early stage with the agreement of the patient wherever possible.
Making a Complaint
You are entitled to make a complaint verbally, ideally it helps if you put the complaint in writing as it is in your own words, which helps us better understand the issue.
If you make a complaint using the digital form below, you will receive an e-mail acknowledgement of your complaint. The complaint will then be investigated – this may take up to 30 working days but we will always try to do this as quickly as realistically possible.
Support for making a Complaint
You can seek support for making your complaint from various agencies – for example the NHS Complaints Advocacy Service – email: [email protected], FLAG (For Local Advice and Guidance) 0161 474 1042
