How your complaint will be handled

You will need to sign a consent form enabling the complaints team to access your records.

The purposes for which your personally identifiable information will be used is strictly for the processing of your complaint. This may include passing relevant information to a service provider in order that they can provide appropriate responses and comments on the circumstances set out in your complaint.

Your information may be anonymised for the purposes of monitoring the complaints process or improving service quality.  If identifiable data is needed for other purposes then your consent will be sought unless there is another legal basis on which this information is required to be used.

How long will it take to respond to my complaint?

We will always aim to respond to your complaint within 25 working days of receiving consent.  Wherever possible you should try and speak to someone about your complaint as soon as the event occurs.

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