We understand that sometimes people do not have a satisfactory experience of using our services and this can be for a number of reasons. Our policy is to look into all complaints that are formally made, openly and transparently and to ensure we learn from what you share with us.
If you want to consider having your complaint resolved locally you can contact the PALs team, who can take you through the process.
If you do wish to make a formal complaint this is what you can expect to happen:
- On receipt of your complaint we will acknowledge this to you within three working days with the name of your allocated Complaints Officer
- The Complaints Officer can discuss your complaint with you and advise you on the likely timescales for a response; this can differ depending on the complexity and severity of the complaint. Throughout the investigation process you will be kept updated by your Complaints Officer or one of the team should they be unavailable
- Finally you will receive written outcome of your complaint and, information of what we have learned from your experience and what we have changed as a result.
You can contact the Complaints Team directly using the following details.
Freephone: 0808 144 1010
Telephone: 01772 695 315
Lancashire and South Cumbria NHS Foundation Trust
If you remain dissatisfied
If you are not satisfied with our response, you have the right to take your complaint to the Health Service Ombudsman. The Ombudsman is independent of government and the NHS. The service is confidential and free. There are time limits for taking a complaint to the Ombudsman, although they can waive them if they think there is a good reason to do so.
Who else can help me?
If you need any independent help of advice on making a complaint, the Advocacy Services can help you and be contacted as follows:
Telephone: 0345 456 3210
Text Phone: 07886 744 634
Empowerment (Blackpool residents only)
If you are a Blackpool resident you can contact Empowerment.
Telephone: 0300 323 0251
Department of Health
The Department of Health's website also has information on the NHS complaints procedure.