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
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
- any action or lack of action by staff affecting an individual or group
Complaints outside the scope of our complaints procedure
The following do not constitute complaints for the purposes of our complaints procedure but will be dealt with in accordance with the established procedures for dealing with such matters:
- Disagreements arising from the normal handling practices and negotiation inherent in the management of claims handled by NHS Resolution (including when compensation payments are refused because negligence has not been established and all appropriate processes for establishing such have been followed). This will include complaints that may have other minor contributing factors but the principle complaint is centred around the management of the claim.
- Challenges to the Primary Care Appeals application of regulations or procedures during the appeal process or to final decisions (a “come back”).
- Dissatisfaction with decisions reached on matters of professional or clinical judgements which have been made in relation to the delivery of Practitioner Performance Advice services (provided all appropriate procedures and practices have been followed).
- This policy does not relate to Freedom of Information Act 2000, Data Protection Act 2018 and General Data Protection Regulation (GDPR) compliance matters as they have a separate statutory processes under the legislation.
How to complain about NHS Resolution
You can make a complaint by email 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.
Click here to view our full complaints policy.
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
We aim to complete all complaints within the timescales above. However, if the complaint is complex it may occasionally be necessary to extend the time limit. If this is the case, we will keep you informed of progress with the investigation, the reasons for the delay, and 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
Confidentiality
We respect your privacy. All complaints are handled confidentially and information will only be shared with those involved in resolving the issue.
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