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West London NHS Trust > Contact us > How to make a complaint

How to make a complaint

If you’re not satisfied with the service you received from us, at West London NHS Trust, try to talk to somebody directly involved in your care, such as a nurse, ward manager or doctor.

However if you are not satisfied with the outcome, or if you feel unable to discuss your complaint with a member of staff involved in your care,  you can make a formal complaint in writing.

Different ways to make a complaint

Send us an email:

Or you can write to us at: 

Patient Experience Team
West London NHS Trust
Trust Headquarters
1 Armstrong Way

Or call us on 020 8354 8174  between 10am – 4pm  Monday to Friday and someone will answer your call, then direct you to the relevant department.

Please note that if you phone outside these hours, your call will be answered, but you may be asked to call back during working hours so your complaint can be dealt with.

Your complaint will be investigated thoroughly and in confidence, and in the event the investigation is likely to take longer than anticipated you will be contacted at the earliest opportunity to agree a suitable extension.

After your complaint has been investigated we will send you a response in the format you have requested, for example by letter or email.

If you want to make a formal complaint, you should do so within 12 months of the events happening, or within 12 months of you becoming aware that you have a complaint.  The complaints manager has discretionary powers to extend this if there are good reasons why the complaint could not be made earlier.

If you need help to write your complaint

You can get help from the independent NHS complaints advocacy service. The service can support you in making a complaint and give you advice about using the complaints system.

They can also write letters on your behalf, help you prepare you for meetings and go to the meetings with you if you need that support.

How to contact the NHS complaints advocacy service

Helpline: 0300 330 5454
Textphone: 0786 002 2939
Fax: 0330 088 3762

The advocacy service is available for all patients, providing independent guidance, help and support.

Broadmoor hospital advocate information

For a full list of advocates or advocate information at Broadmoor Hospital, ask a member of staff or call our patient advice team free on 0800 064 3330.

Related information

‘Tell us what you think’ leaflet
Make a complaint – Easy Read leaflet

What you can expect from us

When we get your complaint we will:

  • let you know we have received it (we aim to do this within 2 working days)
  • investigate it, if appropriate
  • let you know what went wrong and what we are doing to put things right
  • We will write to you within 3 working days to formally acknowledge your complaint and to let you know about the next steps.

Next steps we may take

  • If an investigation is necessary, we will want to meet with you to get as much detail as possible so that we can be certain that we look into all aspects of your complaint.
  • We will write to you when the investigation is complete to explain what has happened and apologise if we have failed in any way. We will also tell you about the action we have taken to put the matter right and improve the services we offer.
  • Where your complaint includes the actions of another NHS organisation or Social Services, we will try to work with these organisations so that you receive a single reply to all issues you have raised with us.
  • If for any reason there is a delay we will contact you.

Further action

We see complaints as a valuable source of feedback, and our approach is to learn from problems that have occurred.
If you are unhappy with our response to your complaint, please let us know and we will try to address your concerns.

If you are still not satisfied with our response, you can write to the Parliamentary and Health Service Ombudsman who will only consider your complaint once it has been investigated and responded to by the Trust.

How to contact The Ombudsman

The Parliamentary and Health Service Ombudsman
Millbank Tower

Tel: 0345 015 4033