Complaints

We want to provide the best possible experience when you use our services, so we’re sorry that something has gone wrong.

Let’s get it sorted for you.

The quickest and easiest way to get an issue sorted is to talk to the team caring for you. They’ll usually be able to sort things out straight away, or at least within 3 working days.

You can speak to us in person, give us a call on 0300 247 0025 or email scfh.contact@hcrgcaregroup.com

If you prefer, you can send a letter by post to: Surrey Child and Family Health, Unit 8a, Orchard Business Centre, Bonehurst Rd, Salfords, Redhill, RH1 5EL

We greatly value all forms of feedback from our service users and encourage you to share your thoughts and experiences with us. Whether it’s through our Service User Survey (FFT), compliments, or complaints, your input is essential in helping us improve our services. Additionally, please note that our services may occasionally conduct local surveys to gather more specific and tailored feedback. Your participation in these surveys is invaluable, as it enables us to better understand your needs and enhance the care we provide.

If you want to speak to someone outside of the service, please contact our commissioners: NHS Surrey Heartlands Integrated Care Board (ICB), NHS Frimley Integrated Care Board (ICB), Surrey County Council and NHS England (South East).

Call 0300 247 0025 or email scfh.contact@hcrgcaregroup.com to receive our complaints information in large print, audio format or another language.

When you send us your complaint, please try and give as much detail as possible about what’s happened. It’s important for us to understand exactly what it is you are unhappy with and what you would like to happen as a result, so that we can try to deal with the issue as quickly as we can and meet your needs.

All complaints are handled in line with our complaints policy, which you’ll find  here.

We record all complaints made, but if you’re not happy with our first response or if we believe the issues are too serious to be investigated informally, we’ll appoint a trained investigator to complete a formal complaint investigation. If this happens, we’ll tell you and we’ll respond to you fully within 30 working days.

What happens when you make a complaint

✓We’ll try and sort things out quickly, within 3 days
✓ Your care will continue as normal – making a complaint will never affect how we treat you
✓ Details of your complaint won’t be recorded on your medical record, but will be kept
separately so we can learn and improve
✓ If you’re not happy with our response, we’ll explain your next steps
✓ If you’re complaining on someone else’s behalf, we’ll need their consent
✓ We’ll use your data in line with our policy, which you can find on our website or in service (just ask us for a copy)
✓ We can meet with you to discuss your complaint once we’ve investigated it
✓ We can provide you with a written response, if you want one

What to do if you are not satisfied with our response

If you’re still not happy with our response, you can raise your complaint with the Parliamentary and Health Service Ombudsman or the Local Government Ombudsman.

We’ll tell you how to do this in our final response to you.

Want some help or support making a complaint?

If you live in Surrey and are unhappy with the NHS treatment you have received, Healthwatch Surrey in partnership with Surrey Independent Living Charity (SILC) can provide free, confidential and independent support to help you to make a complaint about an NHS service. This team is called the Independent Health Complaints Advocacy service.

You can contact the SILC team at:

Telephone: 01483 310 500
Text (SMS): 07704 265 377
Email: nhsadvocacy@surreyilc.org.uk