Compliments, complaints and comments

Please let us know how we’re doing.

We value your feedback

Let us know your views

We value your feedback, whether it’s a comment, suggestion, or complaint. Your views can help us to ensure that our standards are always of the highest quality and, if a problem arises, put it right as quickly as possible.

You can read reviews of our services or leave a review of your own here. If you have a need to complain please do so at any time, either face to face with a member of our team or formally, in writing, by email or letter to our Chief Executive Officer.

The complaints process

Please provide us with as much information as you can, in order that we can resolve your query as efficiently as possible.

We are unable to respond to complaints made anonymously but will still investigate the contents of the complaint and use it to improve or change practice wherever appropriate.

If you decide you want to withdraw your complaint, you can do so at any time.

Please tell us how best to contact you to respond to your complaint. We will aim to acknowledge to your query within three working days of receipt and provide a full response within 20 days. If we think we need more time to gather information, we will be in touch to let you know.

All complaints will be treated seriously, with sensitivity and respect. We will respect your confidentiality throughout the process, only those involved in looking into your complaint will know about it.

We reserve the right not to respond to a complainant who is abusive or offensive in their manner.

Escalation process

We hope that we will be able to successfully resolve your complaint. However, if we are unable to do so, you can escalate this to one of our regulators:

For complaints relating to our clinical services, you can contact the Parliamentary and Health Service Ombudsman as follows:

https://www.ombudsman.org.uk/making-complaint/complain-us-getting-started/complaint-forms

You can also share your feedback on our clinical service to the Care Quality Commission using the following online service:

https://www.cqc.org.uk/give-feedback-on-care or you can review and leave feedback here: https://www.iwantgreatcare.org/hospitals/willen-hospice-1

If your complaint relates to how we’ve handled personal data, you can contact the Information Commissioner’s Office:

https://ico.org.uk/make-a-complaint/

For complaints relating to our fundraising activities, you can contact the Fundraising Regulator:

https://www.fundraisingregulator.org.uk/