Complaints procedure

Concerns, comments and complaints

We are committed to providing high‑quality, compassionate care and services. We welcome all feedback, including concerns, comments and complaints, as this helps us improve what we do.

You can raise a complaint about any aspect of the Hospice, including:

• Clinical care and treatment
• Services and facilities
• Staff conduct or communication
• Fundraising or retail activities
• How your personal data or information has been handled

Raising a concern or complaint will not affect your care or support in any way.

How to raise a concern or complaint

In the first instance, please speak to a member of staff or the manager of the service involved. If the concern cannot be resolved informally, or you’d prefer to make a formal complaint, you can contact our CEO by calling or writing to:

Chief Executive
Moya Cole Hospice
2 Hardy Field Lane
Heald Green
Cheadle
SK8 3SZ

Tel: 0161 498 3634 or 0161 498 3635

What happens next

A written acknowledgement of your complaint will be sent to you within three working days of receiving it.

You can expect that we will investigate the issues thoroughly and the Chief Executive will send a written response within twenty five working days of receipt of your complaint, or within an agreed timeframe, explaining the results of the investigation and any action taken.

If it is not possible to send you a written response within twenty five working days, the Chief Executive will write to you and explain why. If following this explanation you wish to meet with the Chief Executive we will arrange an appointment for you.

What if you are dissatisfied with the outcome?

If you are unhappy with how your complaint has been handled or with the outcome locally, you have the right to raise your concerns with an appropriate external organisation, depending on the nature of your complaint.

Care Quality Commission (CQC)

For concerns about the quality or safety of care:

Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Telephone: 03000 616161
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk

Parliamentary and Health Service Ombudsman

For complaints where you believe you have been treated unfairly, received a poor standard of service, or where we have failed to resolve matters satisfactorily:

Telephone: 0345 0154033
Website: www.ombudsman.org.uk/making-complaint

Information Commissioner’s Office (ICO)

For complaints about how your personal data has been used or handled:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113
Website: www.ico.org.uk

Charity Commission for England and Wales

For concerns relating to governance or fundraising:

Charity Commission for England and Wales
PO Box 211
Bootle
L20 7YX

Telephone: 0300 066 9197
Website: www.gov.uk/charity-commission

Our commitment

We will always treat complaints with respect, openness and fairness, and we will use feedback to improve our services. If you need support to raise a concern or complaint, please let us know and we will do our best to help.