Compliments, comments and complaints

If you or your relatives are unhappy about any aspect of your care or the services you have received, please speak to a member of staff in the first instance.  

Problems can often be sorted out on the spot. If you feel able to talk to those concerned, you can give them the opportunity to put things right.  

If you don’t want to speak to a member of staff or you still feel dissatisfied and your issues have not been resolved, you can contact us via Patient Advice and Liaison Service (PALS).

We view complaints positively, using them as an opportunity to improve services.    

Please be assured that your complaint will be investigated. You will receive an explanation about what happened and any action that has been taken. If you wish to receive a written response to your complaint, we aim to respond within 35 working days for complaints with 5 issues or less, or 40 working days for more complex complaints. We will ensure you are kept up to date with the expected timeline for your response.

Download full Complaints Policy for Cambridgeshire Community Services NHS Trust

What happens if I am still not satisfied?  

The Ombudsman will usually expect a complaint to have followed our complaints procedure before considering it.

We will do everything we can to resolve your complaint, including arranging meetings with staff involved and seeking independent medical advice. We also have trained independent conciliators who can work with all parties to work out more complex issues.  

In the rare circumstances where you are still dissatisfied with the response, you can contact the Parliamentary and Health Service Ombudsman.  

The Parliamentary and Health Service Ombudsman 
Millbank Tower
Millbank 
London 
SW1P 4QP  

Call 0345 015 4033
Email phso.enquiries@ombudsman.org.uk 
Visit www.ombudsman.org.uk