Making a complaint

At Oxford Health NHS Foundation Trust, we are committed to providing the best possible care for our patients. However, we know that sometimes things go wrong.

If you feel that the treatment or service you received fell short of your expectations, or you have concerns, please let us know.

We take all complaints seriously, treat them confidentially, investigate each one individually, and aim to respond as quickly as possible.

Complaints are important to us—they help us learn and improve our services and the patient experience.

How to make a formal complaint

You can contact us in any of the following ways:

Online: Complaints, compliments & PALS form
Email: PALS@oxfordhealth.nhs.uk
Phone: 0800 328 7971

Or write to:

Grant Macdonald
Chief Executive
Executive Offices
Trust Headquarters
Littlemore Mental Health Centre
Sandford Road
Oxford OX4 4XN

Claire Price
Complaints & PALS Service Manager
Oxford Health NHS Foundation Trust
Warneford Hospital
Warneford Lane
Headington
Oxford OX3 7JX

Guidance for getting in touch

To help us respond quickly and effectively, please include:

  • The patient’s full name, date of birth, address, and if possible, their hospital number.
  • A clear description of what happened, including dates, names, and the department involved.
  • The questions you would like answered (numbering or bullet points can help).
  • The outcome you would like to see (e.g., an apology, explanation, meeting, or change in procedure).
  • Make your complaint as soon as possible—ideally within 12 months of the event(s).

If you are complaining on behalf of someone else, we will need their consent. If they cannot give consent, please let us know and we will guide you through the process.

What happens next? Our local resolution process

Stage 1 – Acknowledgement

We will acknowledge your complaint within three working days and may contact you to clarify details.

Stage 2 – Investigation

A senior manager will investigate your complaint. This may involve speaking to staff, reviewing records, and gathering statements.

Please note: Your complaint will never be recorded in your medical record. All complaint details are kept separately and confidentially.

Stage 3 – Response

We aim to respond within 35 working days. If there are delays, we will keep you informed. You can contact us at any time for an update.

Stage 4 – Outstanding concerns

If you are not satisfied with our response, let us know. We will try to resolve any remaining issues or arrange a meeting if you wish.

Need help making your complaint?

Independent Complaints Advocacy

Free, independent support is available if you need help making a complaint:

Buckinghamshire & Milton Keynes

The Advocacy People

Oxfordshire, Swindon & Wiltshire

VoiceAbility

If you’re still not satisfied

You can request an Independent Review by the Parliamentary and Health Service Ombudsman (PHSO) within one year of making your complaint:

Post:
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP

Non-urgent advice: Our commitment

If you make a complaint, we promise to:

  • Listen carefully and take your concerns seriously.
  • Provide an explanation and try to put things right.

Your care will not be affected by making a complaint. We follow the Principles of Good Complaint Handling:

  • Getting it right
  • Being customer-focused
  • Being open and accountable
  • Acting fairly and proportionately
  • Putting things right
  • Seeking continuous improvement

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