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. As an NHS organisation, NHS Resolution is subject to the NHS Complaints Regulations. This policy also reflects the Parliamentary and Health Service Ombudsman’s Principles of Good Complaints Handling. If we receive a complaint about NHS services, or any other part of the health and care system, we will respond where we can do so. Where the complaint falls outside the scope of this policy, we will assist the complainant to refer the matter to the relevant body, or with agreement we will refer the complaint directly.

Policy category: Corporate governance