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Making a complaint?
We aim to provide the best possible service, but we do not always get it right. We welcome your feedback to help us improve our work and to make sure we are responding to your concerns as best we can. This page explains more about our complaints policy.
You can either make a complaint to the person you have been dealing with, as they may be able to resolve the matter, or you can contact us in the following ways:
Post: Write to Healthwatch England, National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Call: 03000 683 000 between the hours of 08:30 – 17:30 Monday to Friday.
(Calls cost no more than a national rate call and apply to any type of line including mobile, BT, other fixed line or payphone. Please note that calls are recorded and stored for training and monitoring purposes.)
Why your feedback is important to us
Your comments, suggestions and complaints can help us identify issues that we need to address. This is why we welcome your feedback on all areas of our work, including the discharge of our legal duties and responsibilities.
What is a complaint?
We view any expression of dissatisfaction about our actions, lack of action or the standard of service provided by us or on our behalf as a complaint.
For example, a complaint could be about the way we have dealt with a situation, the performance or conduct of our staff, or how we apply our processes.
Who can complain?
Anyone directly affected by the way we have carried out our functions or acting directly on such a person’s behalf can make a complaint.
What will happen when you complain?
We aim to address concerns as soon as they arise and are committed to giving a full, fair and appropriate response to anyone who provides feedback or makes a complaint.
If you make a complaint, we will review it to see if the issues raised are something to which we are able to respond. If your complaint does not relate to our work, we will direct you to the correct organisation.
Not all issues can be resolved quickly or informally and in some cases an investigation may be required.
If you make a complaint, you should hear from us within seven days to identify and agree a satisfactory outcome and set an agreed timescale for any actions to be completed.
Our Complaints Policy explains more about our full process for handling complaints and the timescale we work to.
For more information about how to complain about Healthwatch England, download our complaints policy.