HTML Preview Employee Formal Complaint Letter page number 1.
Writing and sending a complaint letter
Writing a complaint letter
A complaint is usually made in writing, and the letter should clearly outline your
complaint and should state that you wish to raise a complaint regarding care /
treatment you or someone else has received. This should ensure that the complaint
is investigated under the NHS complaints procedure. If you are writing on behalf of
someone else who is a patient, rather than for yourself, you must show that you have
the patient’s permission. (A consent form is included in this information for your use).
Helpful tips
Explain in date order if possible what has happened. Try to remember as
many details as you can, but do not worry if you can’t recall some details.
Try to keep your complaint letter as brief as possible.
Be careful not to lose your main points in a long letter.
If the complaint is long and complex attach a log sheet or diary of events with
details.
Be clear and straightforward
Use short sentences.
Don’t be afraid to say what has upset you, but try to avoid using aggressive or
accusing language.
Try not to repeat yourself.
Be constructive
Your complaint is an opportunity to improve things.
Put your concerns politely but firmly.
Once you have explained what has happened, explain what you would like to
achieve as a result of your complaint. This could be an apology, an
explanation, a service improvement, or any other remedy such as treatment
or financial reimbursement. It can be a good idea to list these at the end of
the letter
Make sure the letter is dated and signed.
Keep a copy of all letters sent and received, in date order.
Please do not hesitate to contact People First on 0300 303 8037 should you have
any queries regarding your letter, and if you would like an Advocate to look over your
letter, this can be arranged.