Responding to your complaint

“When a mistake happens, it is important to acknowledge it, put things right quickly and learn from the experience.”(Listening, Responding, Improving: A guide to better customer care. Department of Health, 2009).

Once a thorough and fair investigation is complete you will be provided with a response to your complaint. Resolving complaints at a local level remains the aim of the Trust. If you are not content with your response, the North West Ambulance Service is committed to reviewing your case in an effort to resolve your complaint.

Once a review of the complaint has been conducted internally and if you are not content with the outcome then you can seek independent investigation of your complaint from The Parliamentary and Health Service Ombudsman.

Telephone: 0345 015 4033

Website: www.ombudsman.org.uk

Postal Address: The Parliamentary and Health Service Ombudsman

                        Millbank Tower

                        Millbank

                        London

                        SW1P 4QP