Advice & Complaints

Feedback - woman on telephone

Many concerns and complaints arise through simple misunderstandings. So if there are matters that trouble you, your family or your friends, we would ask that initially you make your feelings known as soon as possible to a member of staff.

If you consider that any immediate explanation and related action does not satisfactorily address your concern, please ask for it to be escalated to a more senior member of staff who will try to resolve the matter to your satisfaction. By following this course of action we hope any issues will be quickly resolved. If you are not satisfied you may wish to raise a concern or make a complaint.

For further information regarding Concerns, Complaints and Compliments, download:

Additional help

For Bristol Advocate Services - SEAP (Support Empower Advocate Promote) telephone 0330 4409000 or email info@seap.org.uk

For South Gloucestershire - SWAN Advocacy telephone 03333 447928 or visit www.swanadvocacy.org.uk

Parliamentary & Health Service Ombudsman

It is important that people complain to us in the first instance, so we have the opportunity to investigate and respond to the concerns and matters raised.

If after the response from us there remains a concern that the issues have not been adequately addressed, you are invited to re-contact the Advice and Complaints Team (ACT). Every effort is made to address unresolved concerns.

If after having received the final response to matters, and some concerns remain that issues have not been adequately addressed, complainants have the right under the NHS Regulations to ask the Parliamentary and Health Service Ombudsman to review their complaint. The Ombudsman makes final decisions on complaints that have not been resolved by the NHS. The service is free for everyone.

Please be aware the Ombudsman expects us and complainants to have made all reasonable attempts to resolve outstanding issues before they will take any action. If you would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman at www.ombudsman.org.uk/making-complaint or call their helpline 0345 0154033. It is important you make your complaint as soon as you receive our final response as there are time limits for the Ombudsman to look into complaints.