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Deciding to make a complaint?

Making a complaint can feel daunting and scary, and you might be wondering whether it's worth the time and effort. However, if you have problems with an National Health Service (NHS) or social care service, you need to resolve this to get the care you need. 

Before making a complaint

People who live in Brent can get support making a complaint from POhWER, the local Independent Health Complaints Advocacy service.  

An advocate can:

  • Provide information about how to complain including who to complain to
  • Explain the complaints process and your options at each stage
  • Help you to write letters
  • Help you to prepare for complaint meetings and attend with you
  • Help you to refer your complaint to the Health Service Ombudsman if you are not happy with the response you receive from the NHS service

 

If you’re not happy with the outcome and your case is severe: 

You also have the option of escalating the complaint to the Ombudsman. 

Please note that the Ombudsman is a limited resource and cannot investigate every complaint that they receive; they prioritise long-term, severe cases. 

 

Making a complaint:

Please read below to find two options, depending on the service you wish to complain about.

Complaints to the North West London ICB

The North West London ICB is the local commissioner of NHS services in Westminster. If you do not wish to complain directly to the service, you can submit your complaint to the NW London ICB, and it will be reviewed and investigated independently.

You can contact the Complaints Team in the following ways:

  • By phoning the automated line at 0203 350 4141, and leaving a message requesting a call back.
  • By emailing nhsnwl.complaints@nhs.net.
  • By writing directly to NHS North West London at: Complaints Manager, NHS North West London, 15 Marylebone Road, London NW1 5JD.

Please note, if you have already complained to your healthcare provider, the commissioner will not be able to re-investigate the same concerns.

 

Find out more on the NWL ICB website

Complaints about NHS services

If you wish to complain about a GP, pharmacy or dentist, you should contact the practice manager of the service, as they are responsible for the day to day running of the service. 

The practice receptionist should be able to provide you with the practice manager contact, if you do not know it.

 

Complaints about mental health & community services

If you would like to raise a concern, make a complaint, or share a compliment about a mental health service or community service, contact the provider directly in the first instance.

 

Complaints about hospitals

Every hospital has a Patient Advice Liaison Service (PALS), which offers confidential advice, support and information on health matters. It also provides a point of contact for patients, families and carers. Some of the things that PALS can do include:

  • helping you with health-related questions;
  • helping to resolve concerns or problems when you're using the NHS;
  • telling you how to get more involved in your own healthcare;

PALS do not investigate individual complaints but can give you general advice about the NHS complaints procedure.

Find your PALS service

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