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Patients and carers

Concerns and complaints

Patients and carers

Concerns and complaints

Patients and carers

Concerns and complaints

Patients and carers

Concerns and complaints


A complaint can be made by anyone who is affected by the actions or decisions of the Trust. If you are complaining on someone else's behalf, we will need to check with them that they are happy for us to respond to you.
If you are unhappy about something, then it is always best to make your complaint as soon as possible and not more than 12 months after the incident or issue occurred. This time limit may sometimes be extended if there is a genuine reason why you could not make the complaint sooner.
To fully investigate your complaint, we may need to share some information from your medical records with clinicians and managers who work at the Trust. We respect patient confidentiality at all times.

It is important to be clear what you want to happen as a result of your complaint. You may want:

  • an apology
  • someone to explain what has happened
  • some changes or improvements to be made
  • to make sure the same thing does not happen again
The best way to make a complaint is to speak to a member of staff who is involved in your care. If you do not feel comfortable talking to someone directly, you can ask for someone independent to help you. The complaints team can tell you more about this.

If staff have been unable to resolve your concerns and you want to make a formal complaint you can contact the Trust's Chief Executive or Complaints Department:

Complaints Department, Maudsley Hospital, London SE5 8AZ
Telephone: 020 3228 2444

If you have something you want to say about our services, you can also visit the NHS website.
We will contact you within three days of receiving your complaint to acknowledge it and make arrangements to deal with it. It is helpful if you could provide a daytime phone number for us to contact you. We will discuss with you how long it will take to respond to your specific concerns.
If you are not happy about something, but you are not sure that you want to make a complaint, you can speak to one of our Patient Advice and Liaison Service (PALS) officers.

They can give you more information about the complaints procedure and about independent complaints advocacy services that can help you and give advice.

You can contact PALS by phone (0800 731 2864) or email
If you are unhappy with our response and need further information, you can ask for a meeting with a senior manager to discuss your concerns. Please contact the Complaints Department who can arrange a meeting for you.

We hope a meeting will resolve any concerns. If you still feel that they have not been resolved please contact the Complaints Department who can discuss further options available to you under the NHS Complaints Procedure.

You can ask the Parliamentary and Health Service Ombudsman to investigate your complaint. You should do this within six months of our final response to you. You can write to them at:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
Telephone: 0345 015 4033

Your local NHS advocacy service can help you with your complaint. They can write letters, attend meetings with you, and provide interpreters if needed. They can also provide independent mental health advocates. 

Croydon: Advocacy for all
Telephone: 0845 310 1812 option 1

Lambeth, Southwark and Wandsworth: POhWER 
Telephone: 0300 456 2370     
Minicom: 0300 456 2364                           

Lewisham: Healthwatch Lewisham
Telephone: 020 8690 5012

Other boroughs: if you live in another borough ask your council for details of your local NHS advocacy service.

Our main leaflet is Concerns, complaints, suggestions or compliments?.

We also have Concerns or complaints? (brief/easier read) and Large print

Translations of our brief leaflet are available in:

This is our leaflet for people with learning difficulties about mental health services.

NHS England have published a guide for carers of people with a learning disability, autism or both about making feedback, concerns and complaints easier called Ask Listen Do: Top tips for families and carers.

Visit concerns, questions and complaints for anything relating to The Mental Health Act.