✅ How to make a complaint
- You can speak to any member of staff verbally or put your complaint in writing.
- Complaints can also be made on your behalf by a representative (with your consent).
- We will acknowledge your complaint within 3 working days.
⏱ Timescales
- We aim to resolve straightforward complaints within 10 working days.
- More complex complaints may take longer, but we will keep you updated and aim to respond fully within 40 working days.
- Complaints should normally be made within 12 months of the event.
🔒 Confidentiality
Your complaint will be handled confidentially and will not affect your ongoing care.
👥 Support
If you need help making a complaint, you can contact:
- Independent Complaints Advocacy Service (ICAS) or
- NHS Cheshire & Merseyside ICB Patient Experience Team (📞 0800 132 996, 📧 enquiries@cheshireandmerseyside.nhs.uk).
📢 If you are not satisfied
If you remain unhappy after we have responded, you can escalate your complaint to the:
- Parliamentary and Health Service Ombudsman (PHSO) – 📞 0345 015 4033, 🌐 www.ombudsman.org.uk
✨ We value your feedback. Complaints help us improve our services and ensure we continue to deliver safe, effective care.