Complaints

As well as being told when we do things well, we also need to know when things don’t go so well. We understand the importance of learning from people’s experiences and so we welcome complaints.  When something has happened and you feel something should be done about it, you can support us by letting us know what the problem is as soon as possible.

We have procedures so that your complaint can be properly looked into and you can be given a considered response. A formal complaint can be made to the Trust in a number of ways.

You can write directly to the Complaints Manager at the following address:

Complaints Manager
Hammond Road
Bedford
MK41 0RG

You can also contact the Patient Services Department using the details on the Compliments, comments, complaints and concerns page.

For advice on making a complaint, please view the document on Making a Complaint.

Independent Advice and Help

Although we try to make our complaints procedure as clear as possible, should you need any help and support during any part of the complaint process, you can access an independent organisation that will assist you free of charge.
 
To contact POhWER, the Independent Complaints Advocacy Service (ICAS), you can visit www.pohwer.net.

Or call the Patient Services Team on: 0800 028 3382 for your local area contact number.

What to Do If You Are Still Dissatisfied

We hope that we are able to respond to the issues raised in your complaint in an appropriate way. The Trust is keen to learn from the way in which it manages complaints to try and develop and improve services.

If you are unhappy about our full response, or feel that we have not answered the points that you have raised, you should in the first instance refer them back to the Trust, so that all appropriate attempts can be made to finally resolve them locally.

If you remain dissatisfied, you have the right to take your complaint to the Health Service Ombudsman, who is independent of the NHS. Her service is confidential and free. There are time limits for taking a complaint to the Ombudsman, although she can waive them if she thinks there is a good reason to do so.
 
If you have any questions about whether the Ombudsman will be able to help you, or about how to make a complaint, you can contact their helpline on 0345 015 4033, email phso.enquiries@ombudsman.org.uk or fax 0300 061 4000.

Further information about the Ombudsman is available at www.ombudsman.org.uk.
 
You can write to the Ombudsman at:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP