Complaints

If you have any concerns you wish to share with us about the care that you, a family member or someone you care for has received at North West Anglia Foundation Trust, you are entitled to make a complaint, have it considered, and receive a response from the Trust. You can contact us in person, in writing or by using an online form and we will try to resolve your complaint as quickly as possible.

How to make a complaint:

Complaints can be received by post in writing, by email, or verbally to a member of the Complaints team.

Raise a complaint online

 

Telephone : 01733 678028

 

Write to the Complaints team

Complaints Department

‘The Hub’

Peterborough City Hospital

Edith Cavell Campus

Bretton

Peterborough

PE3 9GZ

 

Email : nwangliaft.complaints@nhs.net


Writing your formal complaint

If you are unhappy with an aspect of care, treatment or service that occurred within the last 12 months and requires a formal investigation, this is the appropriate route.

A senior member of staff from the relevant service will be appointed to investigate your concerns. You will receive a written response, and the lead investigator may contact you during their investigation. A meeting may also be offered  if this would be helpful.

To help us investigate your complaint, please:

  • Submit your complaint as soon as possible, ideally within 12 months of becoming aware of the issue
  • Provide as much information as you can, including your name, address and contact details
  • Include relevant details such as staff names, ward numbers, clinics or departments involved and your hospital or NHS number if available
  • Clearly set out the key issues and the questions you would like answered, and what outcome you are seeking

If you are raising a concern on behalf of someone else, we will need appropriate consent, even if that person has sadly died.

Receipt of your complaint

On receipt of your complaint, we undertake initial checks to ensure:

·         We have the patient’s full details to enable us to identify the correct medical records

·         The complaint is made within twelve months of the event or the complainant being aware of the event


If we have a telephone number for you, we will attempt to contact you to discuss your concerns and the complaints process.

·         We will acknowledge receipt of your complaint within three working days

·         If required, we will request consent to disclose confidential information

·         We will identify the correct Division to investigate your complaint

The complaint investigation

The complaint investigation is not completed by the Complaints team, this is complete by the relevant Division who provided the care and or treatment.

During the complaint investigation:

·         A thorough investigation is carried out by the appointed Lead Investigator

·         the Lead Investigator or the Division will contact you directly to discuss this

·         A meeting will be offered

·         If the Division are delayed in their response, they will update you

 

The investigation will aim to;

  • Carry out an investigation and offer an explanation for what happened
  • Offer an apology
  • Learn from your complaint and implement actions and learning

 

Below are the different processes depending on your enquiry: 

The Trust's response

Investigation outcomes

Having completed our investigation, we will provide you with a response either in writing or a template following a meeting. The Trust response will be accompanied by a covering letter signed by our Chief Executive Officer,  a member of the Executive Team, or the Complaints team and a patient experience leaflet.

Feedback on your complaints experience

With every complaint response that is shared a patient experience leaflet is provided for patients/families to provide feedback on the complaints process. There is a QR code on the leaflet for you to scan.

Should you wish to complete this and are unable to access the QR code please follow the link below. 

Feedback form

You will also be sent a text message to complete feedback should you wish.

Our assurance to you

·         The Trust will take your complaint seriously

·         Your complaint is not kept in your medical notes and will not affect your future care

·         We value your opinion and are committed to learning from the feedback we receive

Raising a complaint with the use of Artificial Intelligence (AI)

Tell us about your complaint in your own words

We want to understand what happened, how it affected you, and what matters most to you. Describing your experience clearly in your own words will help us review your complaint more quickly and fairly.

It is also helpful to be clear about: 

  • The questions you would like answered
  • What outcome you are seeking (for example, an explanation, apology, or changes to services)

We follow the Parliamentary and Health Service Ombudsman's (PHSO) Good Complaint Handling Standards, which means we aim to listen carefully, be open and transparent, and focus on your individual experience.

 

Using AI tools (such as ChatGPT)

Some people choose to use Artificial Intelligence (AI) tools to help with writing. You may use these tools if you wish, but your complaint should reflect your own experience and concerns.

AI‑generated responses can sometimes:

  • Include unnecessary or irrelevant information
  • Use overly complex or formal language 
  • Refer to incorrect legal terms or case law that are not relevant to the complaints process 

This can delay our review or mean we need to contact your for clarification.

 

Tips if you choose to use AI

If you use an AI tool, you may find it helpful to:

  • Use it to support your writing, not replace it
  • Check and edit the wording so it reflects your own voice
  • Make sure everything is accurate and based on your personal experience
  • Keep your message clear, focused, and relevant

You may also wish to:

  • Focus on what happened and how it affected you
  • Clearly state the questions you want answered
  • Review and amend any suggested wording before including it
  • Avoid adding unnecessary legal language or arguments

 

Protecting your information

Please be aware that information entered into AI tools may be stored or processed by the provider, sometimes outside the UK.

To protect your privacy, avoid sharing sensitive personal details unless you are confident about how your data will be used.

 

Additional support

If you need help completing the online form or submitting your complaint, please contact us. We are here to support you and ensure you feel confident throughout the process. 

Email: nwangliaft.complaints@nhs.net

Telephone: 01733 678028