Making a formal complaint

To provide the best possible service, we are constantly improving our service to ensure that all of our patients receive the best possible care and treatment.

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The First Steps - Local Resolution

Step 1: Ask to speak to the staff concerned, eg. the Ward/Department Manager or Outpatient Sister. Many problems arise from simple misunderstandings which can be resolved very quickly if you speak out at the time.

Step 2: Ask to speak to the General or Department Manager responsible for that area. During night time you can speak to the Duty Manager (contacted via switchboard on 01895 238282).

Step 3: Alternatively, you can put your concerns in writing to the Chief Executive, who will ensure your concerns are fully investigated.

Your letter will be acknowledged within three working days, when you will be contacted by a member of the Complaints staff to discuss your complaint.  A management plan for the investigation of your complaint will be agreed with you at that time, together with an appropriate time scale, depending on the seriousness and complexity of the matter.

If you have any queries regarding the progress of your complaint at any time you can contact the Complaints Manager on 01895 279497.

Taking Things Further - An Independent Review

  • If your concerns cannot be resolved locally, you have the right to ask the Parliamentary and Health Service Ombudsman to consider a review of your complaint.
  • You can contact the Ombudsman by telephone (0345 015 4033) or in writing (Millbank Tower, Millbank, London SW1P 4QP).
  • Further information about the Ombudsman is available at
  • If you wish to contact the Ombudsman, you should do so within one year from the date of our final response in the local resolution stage.

Useful Addresses

PO Box 14043
B6 9BL
Tel: 0300 456 2370

Parliamentary & Health Service Ombudsman
The Ombusman can become involved if you are unhappy with the outcome of the hospital investigation.
Mill Bank Tower
Mill Bank, London SW1P 4QP
Tel: 020 7217 4051

NHS England
PO Box 16738
B97 9PT
Tel: 0300 311 22 33

Contacting PALS:

In person:
Hillingdon Hospital: PALS
Grnd Flr, Pield Heath Rd, Uxbridge, UB8 3NN
Mon to Fri: 9am - 5pm

Tel: 01895 279973 (office hrs). If we can't answer, please leave a message we'll call you back.


In-patients: If you are staying, ask a staff member to contact us, we are happy to visit you.