Compliments and complaints

If you would like to feedback about your experience in general, please visit our contact us page. However, if you have a specific compliment or complaint that you would like to make, this page will help signpost you to the right place.

To pay a compliment

We’re always happy to hear if you’ve been pleased with the service you have received. We share all compliments with the teams and individuals involved and this feeds into their appraisals and helps them to feel recognised for the great work they do every day.

The best people to speak to are the team(s) providing your care and they will pass your feedback on. If you’d prefer to speak to someone else then please call our Customer Services team on  0300 303 9509 or write to them at Customer Services, Englefield Green Health Centre, Bond Street, Englefield Green, Egham, Surrey TW20 0PF

To make a complaint

If possible, please try to speak with a member of the team caring for you first. While they will try to sort out the problem straight away, in some cases, this will not be possible. If you prefer to speak with someone not involved in your care or if you wish to make a formal complaint, you can raise the issue with the Virgin Care Customer Services Team by calling 0300 303 9509* or writing to Customer Services Team, Bournewood House, Guildford Road, Chertsey, KT16 0QA.

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

Other organisations you can contact

If you’d prefer, you can also make a complaint to the commissioner for this service: NHS England. You can write to NHS England, PO Box 16738, Redditch, B97 9PT or call 0300 311 22 33. Click here to learn more about NHS England’s complaints procedures.

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

t: 0345 015 4033
w: www.ombudsman.org.uk

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

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