Complaints

How do I make a complaint or tell the NHS about a concern I have about local health services?

You have the right to make a complaint if you are not satisfied with the care you received from the NHS.

Where possible, you should speak to the person in charge at the place where you have been receiving care. For example, this may be a hospital ward manager or a practice manager at a GP practice.

Useful contact details for the Patient Advice & Liaison Services (PALS) of NHS organisations serving the people of Thurrock are listed below:

  • Basildon & Thurrock University Hospitals NHS Foundation Trust – (01268) 394440
  • North East London NHS Foundation Trust (community services) - 0800 783 8519
  • South Essex University Partnership NHS Foundation Trust (mental health and learning disability services) - 0800 085 7935
  • Southend University Hospital NHS Foundation Trust - 01702 385333

You can find the contact details of your GP or dental practice on an appointment card, letter or on www.nhs.uk

If you would prefer to make your complaint to someone who has not been directly involved in your care, you can contact the NHS organisation that has commissioned (paid for) your care. That organisation can advise you and, if you wish, can investigate your complaint for you.

NHS Thurrock CCG is responsible for commissioning community services (such as District Nursing, Health Visiting, Wheelchair Services) from North East London NHS Foundation Trust (NELFT), irrespective of where you live in south west Essex. So if you want to complain about NELFT community services but do not wish to complain directly to the Trust, then you can make your complaint to us as below :

Complaints and Concerns Team
NHS Thurrock CCG
Civic Offices
New Road
Grays
Essex, RM17 6SL
01375 365810
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

You can also complain to NHS Thurrock CCG about the commissioning decisions made by our CCG or any other experience you may have of our CCG using the contact details above.

If you have a complaint about other services and do not want to complain to the provider, then you can complaint to the relevant commissioner as shown below: 

Service you want to complain about Organisation to complain to if you don't want to complain to the service directly Address Telephone number
Basildon & Thurrock University Hospitals NHS Foundation Trust NHS Basildon & Brentwood CCG Phoenix Place, Christopher Martin Road, Basildon, Essex SS14 3HG 01268 594586
This email address is being protected from spambots. You need JavaScript enabled to view it. 
Southend University Hospital NHS Foundation Trust NHS Southend CCG Suffolk House 102-104 Baxter Avenue Southend on Sea SS2 6HZ
01702 314299
This email address is being protected from spambots. You need JavaScript enabled to view it.
South Essex Partnership University NHS Foundation Trust (SEPT) and NHS111 NHS Castle Point & Rochford CCG NHS Castle Point & Rochford CCG
Phoenix Place
Christopher Martin Road
Basildon, Essex SS14 3HG
01268 464586
This email address is being protected from spambots. You need JavaScript enabled to view it. 
A GP practice, NHS dental practice, community pharmacy, NHS optician/optometrist NHS England NHS England
PO Box 16738
Redditch, B97 9PT
0300 311 22 33 By email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Whoever you ask to look into your complaint will do their best to resolve the problem as soon as possible and will let you know the outcome. They will listen to and respect your wishes as to how you would like your complaint dealt with. This may include a structured investigation with a written response, a meeting to discuss your complaint and bringing in an independent view of the service you received.

NHS commissioners and providers welcome complaints as a means of learning from patient experience and as an opportunity to continually improve. Making a complaint should not have a negative effect upon the care you receive but if you are worried about this, please contact us on the details above and we will be pleased to discuss your concerns.

Can I have some help in making my complaint and finding my way through the complaints process?

Yes. Independent professional complaints advocacy is available, free of charge, to the complainant.

If you would like complaints advocacy, please call 0300 456 2370 or email This email address is being protected from spambots. You need JavaScript enabled to view it..

What if I remain dissatisfied?

If your complaint is not resolved to your satisfaction after it has been investigated locally, you can ask the Parliamentary & Health Service Ombudsman to review your complaint. The Ombudsman can be reached through http://www.ombudsman.org or on 0345 015 4033.

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