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Who we support

The information on our website about NHS complaints is available to everyone. We have a self-help information pack you can download or print out which gives you information on how to make a complaint about an NHS service.


One-to-one advocacy service

If you live in Hammersmith and Fulham (including in a hospital or prison), you can get personal support from one of our advocates.

If you don’t live in Hammersmith and Fulham, you can contact your local council who can direct you to a local NHS complaints advocacy service.

Our one-to-one advocacy service is for people who feel they need personal support to be able to make a complaint. There are lots of reasons why personal support might be helpful:

  • you may feel daunted by the complaints system and need some support to help you through the process
  • you may have difficulty understanding the process and/or remembering information
  • you may be recently bereaved so are not able to think in your usual way
  • you may not have English as your first language
  • you may have communication issues caused by physical disability, sensory impairment, mental illness, or learning disability


What sort of complaints do people make?

If you feel you have not been treated appropriately, fairly or respectfully we encourage you to a complaint.  Here are some examples of types of complaints we offer support with:

  • poor information and communication
  • medical treatment that didn’t result in the expected outcome such as an operation
  • behaviour of NHS employees
  • poor follow-up treatment from a procedure
  • slow response when urgency was needed
  • unnecessary pain (poor pain management)
  • GP not taking a problem seriously
  • incorrect diagnosis
  • social care accommodation and treatment
  • length of time waiting for treatment or appointments
  • hospital discharge treatment


What can you expect as an outcome to your complaint?

Here are some typical outcomes from NHS complaints processes:

  • actions to put things right
  • answers to your questions
  • service improvement
  • an explanation, an apology


What we can’t help with

If the complaint incident happened over 12 months ago, it may not be investigated.

We don’t provide legal advice.

Your advocate will not try to persuade you to take a particular course of action and will always respect your decisions and act upon your instructions.

We cannot offer any advice regarding services not funded by the NHS.  If you have a complaint regarding a service from a private operator you must contact them  in the first instance.