Advocacy for NHS Complaints

This service is available in Bexley and in Sutton. The information below is for Bexley, please click here for the Sutton service.

Map of Kent

Advocacy for All provides advocacy for NHS complaints for people living in Bexley.

We support people to make a complaint about services commissioned or provided by the NHS.

NHS Complaints logo

Please call 020 8269 8692 or email Bexleynhscomplaints@advocacyforall.org.uk.

Alternatively, download our poster, leaflet or information pack to find out more about the project.

Are you someone we can help?

Helping with a complaint

Are you a Bexley resident?

We provide a service to all Bexley residents even if the NHS service you received was outside of the borough.

You are a Bexley resident if you or someone in your household is responsible to Bexley Council for Council Tax, or if your address is on Bexley's electoral street list which can be seen on the Bexley Council web site.

Is there any age restriction?

No, both adults and children can use our service to make a complaint whatever your age.

Can I complain on behalf of someone else?

Yes, in certain circumstances, for example:

  • if the person receiving NHS treatment is a child that you are responsible for who is unable to make a complaint themselves
  • if the person receiving the NHS treatment has died
  • if the person receiving the NHS treatment is unable due to physical or mental disability to make a complaint themselves

What can we help you to make a complaint about?

Doctors and nurses
We can help you to make a complaint about services commissioned by and provided by the NHS.

This might include:

  • hospitals services
  • doctors' (GP) surgeries and their staff
  • pharmacies
  • opticians
  • dentists
  • ambulance service
  • physiotherapy services
  • NHS walk in centres
  • blood transfusion service
  • mental health services
  • prison service healthcare
  • Bexley clinical commissioning group (CCG)
  • Bexley Council public health services
  • NHS England

We cannot help if you want to complain about non-NHS treatment such as private healthcare.

We cannot give you legal or medical advice but we can advise you as to what options you might have.

What can we do to help you with your complaint

Meeting someone who wants to complain We can:

  • provide information to help you decide if you want to make a complaint
  • give you information about other options that might be available to you
  • give you the opportunity to speak confidentially to someone who is independent of the NHS
  • support you to make a complaint
  • support you during the complaint process by writing letters, attending meetings and supporting you to decide what to do at each stage
  • if you are still not happy, support you to complain to the Health Service Ombudsman

We do not give legal or medical advice.

What can you complain about?

Reading about a complaint
You can make a complaint about any part of an NHS commissioned or provided service.

This might include:

  • waiting times
  • delays or failure to reply to letters
  • too little or poor information
  • the treatment or care you receive
  • the attitude of staff
  • failure to diagnose your condition correctly
  • failure in the treatment or care you receive
  • problems with medication
  • problems with transport provided by the NHS
  • failure to deal with your complaint properly
  • problems about getting the service you need

What might you think about before making a complaint?

At the optician
To give you the best chance of having your complaint handled well you will need to provide information about it. So before making a complaint you may want to think about the following:

  • what are the main issues that you want to complain about?
  • what information do you have that might be important to identify what or who your complaint is about. Do you have names, dates, times, places and other facts about what happened?
  • what documents do you have about the subject of your complaint?
  • what you would like to be done as a result of your complaint?

Even if you do not have some of this information, or you have not yet decided to make a complaint we would be happy to discuss your case with you.

Information Pack

Our information pack includes:

  • guide to How to Write a Letter of Complaint
  • guide to Accessing Medical Records
  • list of Useful Contacts for NHS Complaints
  • Advocacy for All Consent Form
  • Advocacy for All Equal Opportunities Monitoring Form
  • Advocacy for All More Information Sheet

You can access these documents below in Word or PDF format. If you would like to use our service please complete the Consent Form, Equal Opportunities Monitoring Form and More Information Sheet and return them to us.

How to Write a letter of Complaint Guide Guide to Accessing Medical Records Useful contacts
Guide to How to Write a Letter of Complaint Guide to Accessing Medical Records for NHS Complaints List of Useful Contacts
Word version PDF version Word version PDF version Word version PDF version
Advocacy for All consent form Equal Opportunities monitoring form Advocacy for All More Information Sheet
Advocacy for All Consent Form Equal Opportunities Monitoring Form Advocacy for All More Information Sheet
Word version PDF version Word version PDF version Word version PDF version

Who we are

Russell Prestwich
Russell Prestwich, NHS Complaints Coordinator
Geraldine Cahill
Geraldine Cahill, NHS Complaints Communications Officer

We provide the advocacy service for the Bexley Advocacy for NHS Complaints Project.

Advocacy for All provides a number of other advocacy services in South London and Kent. To find out more about what we do please go to our home page.

Contact Us

If you need support at any stage of the NHS complaints process or even if you have not yet decided to make a complaint we would be happy to discuss your case with you.

We provide a free and confidential service. Our aims are:

  • to ensure that you get the best possible outcome to your complaint and
  • to ensure complaints are used positively to improve NHS services for the whole community.

Person on the phone
020 8269 8692
Letter and envelope
241 Main Road, Sidcup, DA14 6QS