We try to work in a professional, fair and courteous way at all times. We recognise, however, that things can go wrong and welcome your feedback, which can help us to improve our services. We are committed to handling complaints fairly and efficiently. This page will guide you through our complaints process, explain what we can and cannot address, and provide steps to escalate your concerns if necessary.
Complaints about NHS Resolution
We take complaints seriously and use them to learn and improve. There are two types of complaint you can raise with us in accordance with our complaints procedure:
- Service complaints: concerns about the standard of service we provide, the behaviour of our staff, or an action we took, or failed to take, that affected you.
- Data protection complaints: concerns about the way we collected, used, stored, shared, retained or otherwise handled personal data.
This page explains each route separately, including how to complain, the timescales we aim to meet, and the final stage if you remain dissatisfied.
Read our full complaints policy
Complaints outside the scope of our complaints procedure
The following issues are not handled under this complaints procedure and will be dealt with under other relevant processes:
- Disagreements arising from the normal handling and negotiation of claims managed by NHS Resolution, including where compensation is refused because negligence has not been established and the appropriate processes have been followed.
- Challenges to the Primary Care Appeals application of regulations or procedures during the appeal process, or to final decisions.
- Dissatisfaction with professional or clinical judgements made in delivering Practitioner Performance Advice services, where the appropriate procedures and practices have been followed.
- Complaints about requests made under the Freedom of Information Act 2000, which are handled under separate statutory processes.
Making a service complaint
NHS Resolution is committed to taking seriously any complaints raised about our service, will seek to ensure their satisfactory resolution and aim to learn from complaints to improve our services. In line with the UK Central Government (UKCG) Complaint Standards, we define a complaint as an expression of dissatisfaction, either spoken or written, that requires a response. It can be about:
- the standard of service we provide;
- the behaviour of our staff; or
- any action or lack of action by staff affecting an individual or group.
Service complaints are considered through a two-stage process. If you remain dissatisfied after both stages, the final stage is to ask your Member of Parliament to refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO).
How to make a service complaint
You can make a complaint by email to nhsr.complaints@nhs.net or by post:
NHS Resolution
8th Floor
10 South Colonnade
Canary Wharf
London
E14 4PU
We have a two stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence.
The two stages of the complaints procedure
Stage 1: Local Resolution
This is the first opportunity for the relevant department to resolve a complainant’s dissatisfaction, and the majority of complaints will be resolved at this stage. In the first instance, we will try to get your complaint resolved by an appropriate senior staff member of the area or team against whom the complaint has been made. Upon receipt of your complaint, a relevant senior staff member will be asked to deal with your complaint.
Stage 2: Assurance Review
If you feel that your complaint has not been fully addressed or is dissatisfied with the Stage 1 response, you can request a review by contacting the Corporate Complaints Team by email or by post using the address given above. The Corporate Complaints Team manages and oversees the Stage 2 review. A response will be issued, outlining the findings and any additional actions taken, if applicable. The Stage 2 response will usually be sent from the relevant Director (if they have not been involved in the Stage 1 response) or the Chief Executive.
The Stage 2 is not a complete re-review of the complaint. It provides an opportunity to ensure that the Stage 1 response thoroughly addressed the issues raised and appropriately considered all aspects of the complaint.
Timescales for handling a complaint
Stage 1 – maximum 25 working days
- acknowledgement within 3 working days
- full response within 25 working days
Stage 2 – maximum 25 working days
- acknowledgement within 3 working days
- full response within 25 working days
Extending time limits
If a complaint is particularly complex, we may need more time. If that happens, we will tell you why, keep you updated on progress, and let you know the new deadline.
Parliamentary and Health Service Ombudsman
Following the Stage 2 response, we will not usually engage in further substantive correspondence about the complaint. However, should you remain dissatisfied following the two stages of our complaints procedure, you can escalate your complaint to the Parliamentary and Health Service Ombudsman (PHSO). You should contact your Member of Parliament and ask for their complaint to be referred to the PHSO.
The Parliamentary and Health Service Ombudsman
Citygate
47-51 Mosley Street
Manchester
M2 3HQ
Complaints helpline: 0345 015 4033
Textphone (Minicom): 0300 061 4298
You can write to your MP at:
House of Commons
Westminster
London
SW1A 0AA
Making a data protection complaint
You can make a data protection complaint if you are unhappy with the way NHS Resolution has handled your personal data. This includes concerns about how your information has been collected, used, stored, shared, retained, kept secure, or how we have dealt with a request to exercise your information rights. Data protection complaints are considered through a one stage process. If you remain dissatisfied with our response, the final stage is to complain to the Information Commissioner’s Office (ICO), the UK regulator for data protection and information rights.
How to make a data protection complaint
You can make a complaint by email to nhsr.dpcomplaints@nhs.net or by post:
NHS Resolution
8th Floor
10 South Colonnade
Canary Wharf
London
E14 4PU
When you contact us, please provide as much detail as possible about your complaint. This will help us to understand the issue and investigate it thoroughly.
We will acknowledge receipt of your complaint within three working days. We will then investigate your complaint and provide you with a full response within 25 working days. We will keep you informed of progress and ask for further information only where necessary.
Information Commissioner’s Office
If you remain unhappy with the outcome of your data protection complaint, you can complain to the ICO by email at icocasework@ico.org.uk or by post at:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Confidentiality
We respect your privacy. Complaints are handled confidentially and information will only be shared with those who need it to investigate, respond to and learn from the issues raised, in line with data protection law.
Raising concerns (whistleblowing and speaking up)
If you want to raise a concern about patient safety, wrongdoing, or issues within an organisation (sometimes called ‘speaking up’ or ‘whistleblowing’, this is different from making a complaint about NHS Resolution’s service. Concerns are usually about risks, unsafe practice or wrongdoing within healthcare organisations. In most cases, these are best raised directly with the organisation involved so they can act quickly.
NHS Resolution is not responsible for investigating whistleblowing disclosures and is not a prescribed body under whistleblowing law. This means we are not able to act on these types of concerns. If we receive a concern that we cannot deal with, we will signpost you to the right organisation or support.
You can find more information about how to raise concerns, including where to get independent advice and support here.
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