How to make a complaint

Complaints can be received by post, in writing by email, or verbally to a member of the Patient Advice and Liaison Service (PALS) or complaints team.

  • Download our feedback form (below) and post to us once completed or email (see contact details below).
     
  • Download the Patient Advice and Liaison Service (PALS) feedback form [pdf] 106KB
     
  • Request a copy of the form from our Patient Advice and Liasion Service (PALS) by telephone or in person (see contact and location details below).
     
  • Write to the Chief Executive, University Hospitals of Derby and Burton, Royal Derby Hospital, Uttoxeter Road, Derby, DE22 3NE


Contact the complaints team

Telephone: 01332 787257 or 01332 783243

Writing your formal complaint

  • We would suggest that you send your complaint within a year of when you became aware of the problem you were complaining about
  • Provide as much information as possible, including your name, address and contact details, the names of any staff, ward numbers, clinics or departments involved and, if possible, your hospital or NHS number
  • It would help if you could identify the specific points and questions you would like addressed
  • If you are raising a concern on behalf of another person, we will need to seek appropriate consent, even if that person has sadly died
  • Consent may also be required to approach other agencies

Information about advocacy and support

An advocate, independent of the NHS, can help you with your complaint by providing free support at any stage of the process by:

  • Helping to complete a complaint form or letter
  • Attending meetings with you
  • Review any information you are given


Contact an advocate

If you require any independent assistance or support during the complaints process, you can contact One Advocacy Service on 01332 228748, or by emailing referrals@oneadvocacyderby.org.


Derbyshire area (not City)

If you require any independent assistance or support during the complaints process, you can contact Derbyshire Mind (Independent Health Complaints Advocacy Service) on 01332 623732 or email advocacy@derbyshiremind.org.uk.
 

Staffordshire area

If you require any independent assistance or support during the complaints process, you can contact Total Voice NHS Complaints Advocacy on 01785 336387 or email info@totalvoicestaffs.org.
 

Leicestershire area

If you require any independent assistance or support during the complaints process, you can contact POwHER advocacy service on 0300 456 2365, or write to PO Box 14043, Birmingham, B6 9BL or email yourvoiceyourchoice@pohwer.net.
 

If you live outside of these areas

Your local council or Healthwatch will be able to advise who your local advocacy provider is. Details of your local council may be found on the government website.
 

Externally produced information leaflets

View our information leaflets

View our PALS patient information leaflets >

Advice and Support Service

If you have any questions about your complaint or need further information, please contact the Complaints Team.
 

Royal Derby Hospital

Office opening times: 8.30am to 4.30pm Monday to Friday

Telephone: 01332 787 257 / 01332 783243

Email:  uhdb.complaintsteam@nhs.net

Tips on making a complaint in British Sign Language (BSL)

The Parliamentary and Health Service Ombudsman role in British Sign Language

This video was produced by Parliamentary and Health Service Ombudsman.


Tips on making a complaint to the NHS in England

This video was produced by Parliamentary and Health Service Ombudsman.

Contact PALS

Royal Derby Hospital
Uttoxeter Road
Derby
DE22 8NE

The office is open Monday to Friday, 9am to 4.30pm (excluding Bank Holidays) and is located in the main entrance, opposite Costa Coffee.  


Queen's Hospital Burton
Belvedere Road
Burton on Trent
Staffordshire
DE13 0RB

The office is open Monday to Friday, 9am to 4.30pm (excluding Bank Holidays) and is located opposite the Fracture Clinic on the Ground floor.


Telephone: 01332 785 156
Text: 07799 337 500  
Email: uhdb.contactpalsderby@nhs.net

Please leave a voicemail outside of opening hours.