Complaints

Complaints

The Complaints Team provides a service for people who wish to make a formal complaint about the services provided by Cambridgeshire and Peterborough NHS Foundation Trust (CPFT). The services provided by CPFT include mental health, learning disability, social care and community services for adult and older people, child and adolescent mental health services across Cambridgeshire, and children's community services in Peterborough.

CPFT encourages feedback and complaints about the services we provide. It is important for CPFT to learn from complaints and make any necessary changes to improve the quality of our services.

Making a complaint

If you wish to make a complaint about the care or treatment provided to you or someone you know, please do not hesitate to contact our Complaints Team using the form below. 

Contact the team by completing this form. 

The above form ensures that we capture all of the data necessary to progress your complaint without delay. 

If you are making a complaint and require assistance, you can access free and independent NHS Complaints Advocacy. In Cambridgeshire, this service is provided by POhWER. POhWER delivers information, advice, support and advocacy services throughout England. They aim to support people who face difficult issues and want to make their voice heard. All POhWER's services are free, independent and confidential.
 
Referrals: www.pohwer.net/make-a-referral
Telephone: 0300 456 2370 (charged at your standard network rate).
Minicom: 0300 456 2364.
Text: send the word ’pohwer’ with your name and number to 81025.

Alternatively, you can call the team on freephone 0800 052 1411 or 01223 219440, leaving your name and number and a short message.  

Or by post to:

Complaints Team
Cambridgeshire and Peterborough NHS Foundation Trust
Elizabeth House
Fulbourn Hospital
Fulbourn
Cambridge
CB21 5EF

If your concerns need to be resolved immediately, please contact the team directly or get in touch with our Patient Advice and Liaison Service. Further information about this service can be found through this  link. 

A leaflet about how to make a complaint can be found at the bottom of this page. The Complaints, Concerns and Compliments Policy can be found through this link.

Advocacy

If you wish to be supported through the complaints process there are various advocacy services that are able to help you.

If you are still unhappy

If you feel that after making your complaint and receiving your response letter your concerns have not been addressed, please contact the Complaints Team who will listen to your concerns and offer further advice.

If you remain unhappy and feel your concerns have not been addressed, you can contact the relevant Ombudsman to investigation your complaint independently.

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London, SW1P 4QP
T 0845 015 4033
www.ombudsman.org.uk

 

The Local Government and Social Care Ombudsman
PO Box 4771
Coventry, CV4 0EH
T 0300 061 0614
www.lgo.org.uk