How to make a complaint

feedback written in chalk on blackboard

Anyone who is receiving or has received our services can make a complaint. You can also tell us about your concerns on a patient’s behalf, with their permission.

We welcome the opportunity to explore how we can put things right and how we can learn from your experience.

The quickest way to resolve any issues is to speak to the staff at the time. Our staff want to make sure you receive the best possible care and welcome this opportunity.

If you feel you need support to do this, you can contact our customer service team on 01603 421486 or email customer.service@nsft.nhs.uk. The team has more information about our complaints procedure and can help you with any concerns.

If you have talked to staff and you remain unhappy, you can take this further and make a formal complaint. Send information to:
Customer Service Team,
Hellesdon Hospital,
Drayton High Road,
Norwich NR6 5BE
Telephone: 01603 421486 Email: customer.service@nsft.nhs.uk

Our  Help Us Help You leaflet.pdf 101KB gives details of how to make a complaint and our standards for providing a response. It is also available in an Easy Read version.

If you are unhappy with the formal response letter from our Chief Executive, or if you have any more questions, please contact us. We may be able to look again at the issues you have raised or can arrange a meeting with you to discuss the response in more detail.

Independent advice and support

For independent advice and support contact:
• In Norfolk - POhWER on 0300 456 2370.
• In Suffolk - Total Voice Suffolk on 01473 857631​​.

Legal representation

You can speak to a solicitor if you need formal legal representation at a Tribunal. Each ward will have a list of accredited services.

Independent review

If you remain dissatisfied with the way in which we have responded to your complaint, you can ask for an independent review. You will need to get in touch with the Parliamentary and Health Service Ombudsman within 12 months of the date we sent you our response.

The helpline number is: 0345 0154033

Or you can write to: Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP

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