Making a complaint

Complaints about NHS foundation trusts

If you have a comment or complaint about any aspect of the service you have received from an NHS foundation trust, there are a number of steps you can take:

  1. It is important you raise your concerns as soon as possible. You should make these first to the NHS foundation trust that has provided the service. Alternatively, you may wish to contact the relevant local Primary Care Trust.  Either organisation will have arrangements in place for dealing with complaints.
  2. You can also seek advice and assistance in making your complaint from the Independent Complaints and Advocacy Service (ICAS) or from the Patient Advocacy and Liaison Service (PALS).  Please click here for further information on ICAS or here for further information on PALS. 
  3. If you feel that, after the NHS foundation trust or Primary Care Trust has had the opportunity to investigate and respond to your concerns, their response was inadequate, you have the right to ask the Parliamentary and Health Service Ombudsman to independently review your complaint. The Parliamentary and Health Service Ombudsman is independent of the NHS and Government. You can find a form and further details on the Parliamentary and Health Service Ombudsman’s website or you can telephone them on 0345 015 4033.
     

Complaints about Monitor

If you have a complaint or comment about any aspect of Monitor’s work then please write to: Head of Private Office, Monitor, 4 Matthew Parker Street, London, SW1H 9NP, email enquiries@monitor-nhsft.gov.uk or telephone 020 7340 2400.

We encourage feedback on our complaints process.