If you have a complaint, concern or compliment about the experience you’ve had at the dermatology service, or about one of the team at the centre then we want to know about it.

How to leave general feedback

You can let us know of your feedback in writing, over the telephone or by email.

e: CustomerServices@hcrgcaregroup.com
t: 0300 303 9509
a: HCRG Care Group Customer Experience
The Health Business and Technical Park,
Runcorn,
Cheshire WA7 4QX

How to make a complaint

Initially you should try to speak to a member of the team caring for you. In many cases, it will be possible for them to sort out the problem straight away. Please contact us on 01482 638 571.

You can tell us about your concern or complaint in writing, in person, over the telephone or by email.

If you prefer to talk to someone not involved in your care or if you wish to make a formal complaint, you can raise the issue with the Customer Services Team instead by calling 0300 303 9509* or writing to Customer Services Team, Englefield Green Health Centre, Bond Street, Surrey TW20 0PF.

You can also request copies of our complaints process and information about our  Advice and Liaison Service by calling the team on 0300 303 9509, or accessing them online.

Other organisations you can contact

If you’d prefer, you can also complain to our commissioner for this service:

North East Lincolnshire CCG
Athena Building
Saxon Court
Gilbey Road
Grimsby
North East Lincolnshire
DN31 2UJ
Telephone: 0300 3000 400

There are also various other organisations that can help you with your concern or complaint including Healthwatch and local advocacy services. Please call the Customer Services Team on 0300 303 9509* if you would like more information and details of how to contact these organisations.

Parliamentary and health service ombudsman

If you remain unhappy with our final response, you have the right to take your complaint to the Parliamentary and Health Service Ombudsman. However, they will only consider your case if it has been investigated thoroughly by the service provider. You should do this within twelve months of your complaint to us.
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk

*Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number and must count towards any inclusive minutes in the same way as 01 and 02 calls.