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Deciding to make a complaint?

Making a complaint can feel daunting and scary, and you might be wondering whether it's worth the time and effort. However, if you have problems with an National Health Service (NHS) or social care service, you need to resolve this to get the care you need. 

Before making a complaint

People who live in Brent can get support making a complaint from POhWER, the local Independent Health Complaints Advocacy service.  

An advocate can:

  • Provide information about how to complain including who to complain to
  • Explain the complaints process and your options at each stage
  • Help you to write letters
  • Help you to prepare for complaint meetings and attend with you
  • Help you to refer your complaint to the Health Service Ombudsman if you are not happy with the response you receive from the NHS service

 

If you’re not happy with the outcome and your case is severe: 

You also have the option of escalating the complaint to the Ombudsman. 

Please note that the Ombudsman is a limited resource and cannot investigate every complaint that they receive; they prioritise long-term, severe cases. 

 

Making a complaint:

Please read below to find two options, depending on the service you wish to complain about.

Independent complaints from NWL ICB

An alternative option is the North West London Integrated Care Board (NWL ICB). This is an option if you do not wish to contact the practice / service managers directly. 

What they do is:

  • Independently investigate your concern
  • Receive complaints about NHS services or treatments

Find out more on the NWL ICB website

Complaints about NHS services

If you wish to complain about GP or dentist services, you should contact the practice manager.

 

Complaints about hospitals

Patient Advice Liaison Service (PALS) offers confidential advice, support and information on health matters. It provides a point of contact for patients, families and carers.

Some of the things that PALS can do include:

  • helping you with health-related questions
  • helping to resolve concerns or problems when you're using the NHS
  • telling you how to get more involved in your own healthcare

PALS do not investigate individual complaints but can give you general advice about the NHS complaints procedure.

Find your PALS service

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Our work

Find out more about the work we have been doing to understand and improve people's experiences.

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