Patient feedback and complaints

To contact the complaints team:

In writing:    Complaints Manager, NHS North West London, 15 Marylebone Road, London NW1 5JD
Telephone:    020 3350 4567 (This is an automated service. Please leave a message requesting a call back).

We want to make sure that patients receive excellent care delivered in a respectful and courteous way. You can help us do this, by letting us know how we are doing.

Who can make a complaint?

Anyone can raise concerns or make a complaint. You can complain about NHS services or treatment you receive or you can complain on behalf of another person.

If you make a complaint on behalf of someone else, please ask their permission before you contact us. We need to safeguard patient confidentiality and the patient’s written consent will be sought before we respond to the issues you have raised on their behalf.

How do I raise a concern or make a complaint?

Although we always try to commission responsibly so that you are provided with the best possible care, we know that sometimes things can go wrong.  We try to sort out most problems easily and quickly. In the first instance you should speak to the person concerned when the problem arises – they should try to resolve your concerns for you.

If, however you are not completely satisfied or they cannot resolve your problem, you may wish to make a formal complaint. You can make a formal complaint by contacting our Complaints Manager.

Complaints about a GP, dentist, pharmacy or optician

Patients who have a comment or complaint about a GP, dentist, pharmacy or optician, which cannot be resolved locally with the practice manager, can contact NHS England using the details below:

NHS England, PO Box 16738, Redditch, B97 9PT.

Tel: 0300 311 22 33 email:

Complaints about a hospital, mental health or community trust

Patients who have a comment or complaint about a hospital, mental health or community trust should contact the provider directly.

Sharing feedback with the independent regulator

The Care Quality Commission (CQC) is England's independent health and adult social care regulator.

You can give feedback on your experiences of care. This includes treatment by a GP, hospital or dentist. Share your feedback here.

Accessibility tools

Return to header