South East Complaints Hub, NHS Frimley Integrated Care Board
King Edward VII Hospital, St Leonards Road, Windsor SL4 3DP
Complaints procedure
Something not right?Let’s put it right.
We want to resolve every complaint quickly, fairly and in confidence. Tell us what happened and a member of our team will be in touch.
3working days
15working days
Our promise to you.
A complaint is any time you’re unhappy with our service and want a response. However big or small, we want to hear it.
Taken seriously
Every complaint is listened to and learned from.
Courtesy and fairness
You’ll always be treated with respect.
In confidence
Your complaint and details stay private.
Dealt with promptly
Clear timescales, and we’ll tell you if anything changes.
How it works
Four steps, handled with care.
- 01
Tell us
Use the form below, email, call or write to us.
- 02
We call you
Often we can put things right on the phone, straight away.
- 03
Acknowledged
Within 3 working days for a written complaint, or 1 by email.
- 04
Full reply
Within 15 working days, or 5 if you emailed us.
Make a complaint
Tell us what went wrong.
When we get it wrong
We own it, and we fix it.
- We accept responsibilityNo excuses. If we got it wrong, we say so.
- We explainWhat happened, and why, in plain words.
- We put it rightAn apology, a fix for you, and changes so it doesn’t happen again.
Our complaints procedure covers
- The standard of service we provide
- The behaviour of our staff
- Anything our staff did, or didn’t do, that affected you
Still not satisfied? You have options.
If you’re unhappy with our response, you can take your complaint to one of our regulators.
Care Quality Commission (CQC)
The independent regulator of health and social care in England.
General Pharmaceutical Council (GPhC)
The regulator for pharmacists and pharmacies in Great Britain.
We log and review every complaint to keep improving, report complaint numbers to NHS England each year, and handle your information under UK data protection law.