Complaints

We aim to provide the highest quality care for you and your family and take any complaints very seriously.

If you do feel unhappy with any aspect of treatment, we advise you to speak to your clinician first. This is particularly appropriate, since psychotherapeutic work is essentially a conversation.

If you still feel the complaint is unresolved, you can approach the Trust informally with your concern(s), or make a formal, written complaint through our PPI representitive.

If English is not your first language you can make a written complaint in your preferred language, and we will arrange to have this translated.

You can complain:

  • if you are, or have been, a patient of the Trust
  • on behalf of your children or any relatives unable to complain themselves because of physical or mental incapacity
  • if you are not a patient but have been affected or are likely to be affected by something the Trust has done or not done

 

If you feel unable to complain yourself, you can give your consent to someone else (a friend or a relative for example) to complain on your behalf. We will need to make sure they are acting with your permission before we can respond.

 

When should you complain?

You should complain within six months of the event(s) happening, or within six months of becoming aware of the problem you want to complain about. We may waive this time limit if we feel you have good reasons for not having been able to complain earlier.

 

What are you expecting in response to your complaints?

It is important to think about what you want to happen as a result of your complaint, whether made orally or in writing. Do you want an apology? An explanation? To see changes or improvements made? Do you want people to acknowledge their mistakes? Assurance that the same thing cannot happen again? This helps ensure we understand what actions might resolve your complaint.

 

To have an initial discussion about a query or complaint you would like to make please contact our Patient advice and liaison (PALS) team.

 

You can find out more about our complaints procedure in this leaflet.

 

To make a formal complaint you can fill out this form or submit your complaint in writing to;

The Chief Executive

The Tavistock and Portman NHS Foundation Trust

120 Belsize Lane

London

NW3 5BA

 

Complaints summary