Complaints Policy
How to make a complaint
In the first instance Healthwatch Hertfordshire would encourage you to raise a concern or complaint or to provide feedback on our service informally. Giving an opportunity to provide information or correct misunderstandings or correct misconceptions at this early stage may enable the issue to be successfully resolved sooner.
Contact us
If your concern or complaint is not resolved to your satisfaction through the informal route, then you should notify us by email, letter, or via a telephone conversation with a member of our staff.
What will happen next?
We will acknowledge your concern or complaint in writing (or in another preferred method of communication) within five working days.
An appropriate member of our team will get in touch and try to resolve your concern or complaint. Once we have clarified what your concern or complaint is about we will try to resolve the issue within 15 working days. Sometimes we may need more time to do this, but we will agree this with you in advance.
Our Chief Executive looks at all concerns and complaints.
If you are not happy with the outcome of your concern or complaint - you have the right to appeal.
Your right to an appeal
If you remain dissatisfied you have the right to appeal the outcome of your concern or complaint.
The concern or complaint will then be reviewed by Healthwatch Hertfordshire Board members who have not previously been involved in the matter.
Healthwatch Hertfordshire Board members will decide if the process used was fair and just and this outcome will be shared with you.
Once the appeal process has been completed the concern or complaint will be closed.
If your complaint is about the Chair or one of our Trustees
Please request and refer to document ‘HwH-SD-011 Process for Dealing with a Breach of the Trustees Code of Conduct’.
Complaints Policy in full
Please download and read our full complaints policy if you would like the information given above in more detail.
