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How to make a complaint

How to make a complaint

We aim to provide the best possible care for people who use our services, their families and carers.  We recognise, however, that there may be times when you are not satisfied with the service you have received and may wish to make a formal complaint, have it considered and receive a response from the Trust.  We use the information from our investigations of complaints to try to improve the standard of care we provide in order that we might prevent similar problems occurring in the future.

We would like to assure you that raising a concern or a complaint will not prejudice the treatment, care or support provided to you.

Who can complain?

A complaint can be made by a patient or person affected or likely to be affected by the actions or decisions of the Trust.  It is preferable if the complaint if made by the person affected however if this is not possible, a complaint can also be made by someone acting on behalf of the patient or person, with their consent.  If consent is not received with the complaint, the complaints department will seek the consent of the patient, and once received, will initiate the complaints procedure.

What is the time limit for making a complaint?

You should normally complain within 12 months of the event(s) concerned or within 12 months of becoming aware that you have something to complain about.  The complaints manager has the discretion to waive this time limit if there are good reasons why you could not complain earlier.

To whom should I complain initially?

The first stage of the NHS complaints procedure is called local resolution and your complaint should be made in the first instance to the Trust.  Local resolution aims to resolve complaints quickly as close to the source of the complaint as possible using the most appropriate means.

You can make your complaint by letter, email or verbally. If you wish to make a verbal complaint a member of staff can take a summary of your concerns.  This will be recorded by the complaints department, sent to you for you to check that it covers the concerns you have and for you to agree before the complaints procedure can begin. 
It is preferable if you could indicate what outcome you are looking for and to include a contact telephone number.  If you would like help with making a formal complaint, independent advice and support can be obtained from the Independent Complaints Advocacy (ICA).  The contact details for ICA are given below.

Please send your complaint to:

            The Chief Executive or the Complaints and PALS Manager
            Humber Teaching NHS Foundation Trust
            Trust Headquarters
            Willerby Hill
            Beverley Road
            HU10 6ED              
            Tel: (01482) 303930 
You can also send an email to complaints.  

Once the Trust has received your complaint, you will receive a letter of acknowledgement within three working days. This letter will include the anticipated completion date for the investigation into, and response to, your complaint. This will be either 30, 40 or 60 working days, depending on the complexity of your complaint and the teams/services involved.

During this time a manager will be asked to carry out an investigation into your concerns.  This manager may contact you to discuss your concerns by telephone or it may be that a face to face meeting would be appropriate.

If it is not possible to send the response to you within the agreed timescale you should be contacted and an explanation given as to why and when you may expect a response.

What if you are unhappy with the response to your complaint?

You should contact the Trust explaining why you remain dissatisfied.  If you have not already met with the Trust staff a “local resolution” meeting may be arranged to discuss your concerns with senior staff involved in your case.

Alternatively, consideration may be given as to whether the services of a lay conciliator may be appropriate in helping to resolve any outstanding concerns.  Further information can be obtained from the complaints department on the above telephone number.
At the end of this process it is considered that local resolution is completed.

The Parliamentary and Health Service Ombudsman

If you remain unhappy after local resolution has been completed you can then ask the Parliamentary and Health Service Ombudsman to review your case.  The Ombudsman is completely independent of the NHS and government.   You can contact the Ombudsman at:

Millbank Tower
London   SW1P 4QP
Telephone  0345 015 4033

Where can I get further advice and help?

•You can contact the complaints department (01482) 303930 or PALS (01482) 303966
•The Independent Complaints Advocacy (ICA) provides advice and support to people who want to complain about the NHS and can be contacted on 0808 802 3000
•The Department of Health’s website also has information on the NHS Complaints Procedure at

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