Complaints

Our hospitals are committed to providing safe and compassionate care.

 We want all our patients, their family members and carers to have a good experience while they use our hospitals and services. We welcome feedback if you feel that the service you have received has not lived up to our high standards, and we ask that you speak to the staff at your clinic, department or ward, or our Patient Advice and Liaison Service, before making a complaint as this is the fastest way to resolve any issues. 

If you do not feel that the issue is resolved, you can complete our complaints form below. Our Patient Advice and Liaison Service can help you with this, or you can get advice about the complaints service by calling the central complaints team on 020 7480 4776 or 020 7480 4719 between 9am-4.30pm Monday-Friday. We can arrange to meet with you in person if you prefer.

How to make a complaint

Online complaint form

Taking your complaint further

The Parliamentary and Health Service Ombudsman investigates complaints from patients or their relatives if they receive poor service from government departments and other public bodies, including the NHS.

The NHS Complaints Advocacy Service offers free independent and confidential advice to help people make a complaint or express a concern about the trust or any other NHS service. They can provide help to make a complaint, and give advice about using the complaints system. They can offer support to help you through the complaints process.  

  • Telephone: 0203 553 5960 or 0300 456 2370 (Monday to Friday - 8am to 6pm)
  • Email: LondonIHCAS@pohwer.net
  • Text: send the word pohwer with your name and number to 81025
  • Website: www.pohwer.net

Contact the Patient Advice and Liaison Service

  • Do you have any concerns about the care you or a friend or family member is receiving?

  • Have you had any problems using services?

Speak to our PALS team for advice, support and information while you are using our services