We are committed to providing the best possible care to our service users. While every effort is made to ensure we provide excellent care, sometimes things do go wrong, and we need you to tell us when they do.

By sharing feedback we can ensure that lessons are learned and that we can continually improve and develop our services.

If you do make a complaint we promise to deal with your concerns fairly, effectively and promptly, and we will not treat you any different as a result of making a complaint.

Who can make a complaint?

Under the NHS Complaints Procedure a complaint can be made by a current or former service user, or someone who is affected by, or likely to be affected by, the actions of the Trust.

A complaint can also be made by someone acting on behalf of the service user or person, with their consent. If consent is not received, the complaint will still be investigated and a written response given. However, the response will not contain an individual’s personal health information.

How to make a complaint

If you would like to make a complaint you can contact us whichever way suits you best:

By writing to us: Complaints Team, Sheffield Health and Social Care NHS Foundation Trust, Centre Court, Atlas Way Sheffield, S4 7QQ

By emailing us:

By calling us: 0114 2718956

A complaint must be made in writing or verbally within twelve months of an event or within twelve months of realising the effect of the event. 

Complaints made more than twelve months after an incident do not have to be investigated, however, there is discretion to extend this time limit where it would be unreasonable in the circumstances for the complaint to have been made earlier, and where it is still possible to investigate the facts of the case.

What next?

On receipt of your complaint, we will write to you to tell you that your concerns will be investigated and we will tell you who the senior staff member is that will look into your complaint. We will also give you a planned timescale for responding to your complaint.  If we are unable to provide a response within the timescale given, we will contact you and agree a new date to respond.

When we have finished investigating your complaint, you will receive a response from the staff member assigned to look into it, together with a letter from the Chief Executive.

What if I am unhappy with the complaint response?

If you are dissatisfied with the response you receive please contact us and tell us why so we can try to resolve any remaining areas of concern.

We may arrange for you to meet with senior staff in an attempt to resolve your complaint.

If you remain unhappy, you can refer your complaint to the Parliamentary and Health Service Ombudsman using the details listed below.

Independent help when making a complaint

Independent help when making a complaint

Our complaints procedure has been made as straightforward as possible and we will make sure that you are kept informed at every stage. However, if you would like independent advice or assistance, you may wish to contact one of the following organisations:

Sheffield Advocacy Service
Telephone: 0800 035 0396

Healthwatch Sheffield
Telephone: 0114 253668

Care Quality Commission
Telephone: 0300 616161

Parliamentary and Health Service Ombudsman
Telephone: 0345 0154033

Frequently asked questions

If I complain about a healthcare professional or a ward I am currently being treated on, will my complaint impact on my care in a negative way?

No, your complaint will be dealt with fairly and impartially and there will be no repercussions on your care. Our Complaints Policy fully supports this.

Can I add further information to my complaint once the investigation has begun?

Yes, the investigating officer will contact you to discuss your complaint, unless you have requested for this not to happen. You can inform the investigation officer about any additional issues you have at this time, or you can do this by contacting the Complaints Team.

Will I be contacted by the investigating officer once the investigation into my complaint has begun?

Unless you have asked the investigation officer not to contact you, they will contact you to discuss your complaint. This helps us understand what you would like to achieve at the end of the complaint process.

I am making a complaint on behalf of someone else. Will consent be required?

If the person you are complaining on behalf of is over the age of 18, and the complaint refers to aspects of their care, we will require written consent from them as we will need access to personal information.

It would be helpful if you are making a complaint on behalf of someone else if you supply a written consent at the time you lodge the complaint.

Can I complain anonymously?

Yes, we will look at the concerns raised and consider the most appropriate way to take the complaint forward.

What can I do if I am not happy with the response?

If you are not happy with your complaint response, you can tell us why and explain what else you want us to do. We will review your concern and see if there is more we can do.

If, once we have done all we can, you are still not happy, you can complain to the Parliamentary Health Service Ombudsman at:

Parliamentary Health Service Ombudsman,

Millbank Tower,




Telephone: 0345 015 4033 – Monday to Friday 8.30am – 5.30pm



The Ombudsman is independent of government and the NHS, and the service is confidential and free.

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