Full complaints procedures
We work hard to offer high standards of service at all times, but sometimes things go wrong. If you are unhappy with the service that we provide, we would like to hear from you so that we can improve and try to make sure your experience is not repeated.
How do I make a complaint?
If something has gone wrong, we would like to, if possible, sort it out straight away. If you are in a hospice, the best person to talk to is the nurse in charge of the ward. Alternatively, please ask at reception, and they will direct you to the right person. If we are providing care for you or your loved one at home, please contact Marie Curie Direct, on the phone numbers below:
- Scotland – 0141 473 1785 (Open Monday-Friday, 8am-6pm)
- South East – 0188 377 2232 (Open Monday-Friday, 8am-6pm)
- Central – 0121 752 9305 (Open Monday to Friday, 8am-10pm; Saturday and Sunday, 10am-10pm)
- London – 0203 370 2208 (Open Monday to Friday, 8am-8pm; Saturday and Sunday, 10am-4pm)
- Northern Ireland – 0289 433 1868 (Open every day, 8am to 10pm)
- Wales – 0292 267 9740 (Open every day, 7am-11pm)
- South West – 0188 421 4105 (Open Monday-Friday, 8am-6pm)
- North East – 0191 500 8956 (Open 7 days a week, 8am-10pm)
- North West – 0151 541 7808 (Open Monday-Friday, 8am-5pm).
If you would like to make a complaint or share a concern that you have, you can do so on by completing online complaints form.
You can also make a complaint by calling our Marie Curie Support Line and speaking to one of our advisers on 0800 090 2309.
If you’d rather write to us, you can do so by sending a letter to this address:
Patient and Carer Experience Team
Marie Curie
One Embassy Gardens
8 Viaduct Gardens
London
SW11 7BW
Is there a time limit for making a complaint?
It is best to tell us as soon as possible and within 12 months of the event happening or within 12 months of discovering you have cause to complain. Complaints received outside of these timescales may still be investigated if there is a reason the complaint could not be made earlier and only if it is still possible to investigate what happened.
Will my care be affected if I complain about your services?
No. If you make a complaint this will not affect your care in any way. Any information you give will be treated in confidence and with sensitivity. Information about your complaint will be kept separate from any clinical records.
What will happen when I raise my concern?
We will acknowledge your complaint within two working days from the date we receive it. Where possible, we will discuss your complaint with you to understand what has happened. We will also talk about:
- how long it will take us to investigate your complaint
- what you would like to see happen as a result of your complaint
- the way in which we will investigate your complaint
- how you would like to receive your response – for example, by telephone or letter
Can I get help with making my complaint?
If you need support when making your complaint, further guidance can be found on the Department of Health’s NHS complaints guidance page . There are also free local complaints advocacy services that can help you. Further information can be found through your NHS trust or board, or on the below websites.
Parliamentary and Health Service Ombudsman
What if I’m not satisfied with your response to my concerns?
If you are not happy with our response and feel that we have not addressed your concerns, or that we have missed something, please contact us. We will see if there is anything further that we can do to resolve your complaint, and try to address any outstanding issues.
If you are not happy with how we have dealt with your complaint and would like to take matters further, we have provided details below of organisations that will help with this. These bodies are independent, and the service they provide is free.
You cared for me in England
Parliamentary and Health Service Ombudsman
The Parliamentary and Health Service Ombudsman deals with unresolved complaints about health services and care in England. You can contact it by visiting the Parliamentary and Health Service Ombudsman website , or by phone on 0345 015 4033 (Monday to Friday 8:30am-5.30pm).
Care Quality Commission
The Care Quality Commission regulates the care that we provide. The CQC also provides information about making a complaint and can be accessed via the Care Quality Commission website .
You cared for me in Northern Ireland
Northern Ireland Ombudsman
The Northern Ireland Ombudsman deals with unresolved complaints about health services and care in Northern Ireland. You can contact it by visiting the Northern Ireland Ombudsman website , or by phone on 0800 34 34 24 (opening hours are 9.30am-4pm).
Regulation and Quality Improvement Authority
The Regulation and Quality Improvement Authority (RQIA) regulates what care that we provide. It also provides information about making a complaint and can be accessed via the Regulation and Quality Improvement Authority website .
The RQIA also provides a standards and guidelines booklet that can be accessed online .
You cared for me in Scotland
Scottish Public Services Ombudsman
The Scottish Public Services Ombudsman deals with unresolved complaints about all health services in Scotland. You can contact it by visiting the Scottish Public Services Ombudsman website , or by phone on 0800 377 7330 or 0131 225 5300 (Monday, Wednesday, Thursday and Friday 9am-5pm, Tuesday 10am-5pm).
If our Marie Curie Nurses provided you with hospice care in your home:
Care Inspectorate
The Care Inspectorate deals with unresolved complaints about health services and care in Scotland and also regulates our services. You can contact it by visiting the Care Inspectorate website , or by phone on 0345 600 9527.
The Care Inspectorate provides a booklet about its complaints process which you can be accessed online.
If one of our hospices (in Glasgow or Edinburgh) provided care for you:
Health Improvement Scotland
The Health Improvement Scotland (HIS) deals with unresolved complaints about hospice care in Scotland and also regulates our services. You can contact it by visiting the Health Improvement Scotland website , or by phone on 0131 623 4300 or 0141 225 6999.
HIS provides a booklet about its complaints process which you can access online.
You cared for me in Wales
The Public Services Ombudsman for Wales deals with unresolved complaints about health services in Wales. You can contact it by visiting the Public Services Ombudsman for Wales website , or by phone on 0300 7900 0203.
If our Marie Curie Nurses provided you with hospice care in your home:
Care and Social Services Inspectorate
The Care Inspectorate Wales (CIW) deals with unresolved complaints about health services and care in Wales and also regulates our services. You can contact it by visiting the Care Inspectorate Wales website , or by phone on 0300 7900 126.
If our Cardiff and the Vale hospice provided care for you:
Health Inspectorate Wales (HIW) deals with unresolved complaints about hospice care in Wales and also regulates our services. You can contact it by visiting the HIW website in English or the HIW website in Welsh .
