Compliments and complaints

If you have concerns or are unhappy about any of our services, you have the right to complain and to have your complaint investigated.

Making a complaint will not negatively affect your care or treatment. Complaints help us to make things better for everyone.

If you are unhappy about something that has happened to you or your loved one, try to tell a member of staff so they can sort it out.

We encourage you to do this as soon as a problem arises so we can try to resolve it quickly.
If you cannot do this or you want to discuss your concern with someone outside of the service, you can contact our Patient Advice and Liaison Service (PALS):

Tel: 0800 953 0363


If you don’t feel your concerns have been resolved, you can make a formal complaint by email, letter or verbally.

When we have received your complaint, we will contact you to talk about it and agree with you how we will handle it. We will find out what has made you unhappy and why it happened.

We will also agree with you what we will do and how long it will take. If the investigation is likely to take longer than expected, we will contact you as soon as possible to agree a suitable extension.

If you are not happy with the response to your complaint, you can ask the Parliamentary and Health Service Ombudsman to review your case.

Tel: 0345 015 4033


Parliamentary and Health Service Ombudsman
Millbank Tower

You may find it helpful to speak to an independent advocate for guidance about your complaint. They can offer support in drafting letters of complaint or by attending meetings with you.

Hounslow Borough


Tel: 0300 330 5454

Richmond Borough

Cambridge House

Tel: 020 7358 7007

Please don’t include personal information