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Compliments and complaints

COVID-19 Important message   

  • In order to enable the clinical staff to concentrate on supporting service users, we are not investigating and responding to complaints at this time and the NHS Complaints timescales are suspended.
  • Any complaints that are sent to us will be checked and forwarded to the relevant clinical teams so they can look into immediate clinical issues. We will acknowledge your complaint and log it on our database
  • At the end of the current crisis, and when staffing levels and services return to normal, we will contact you to agree how you would like your complaint to be managed.

We apologise for any inconvenience this causes you.

Making a complaint

Your views are important to us

We are always pleased to hear from people who feel we have provided a good service. We always welcome suggestions on how we can make improvements.  We also like to hear from people if they are not happy with the standard of service, care or treatment we provide. For more information download a copy of our Compliments Concerns and Complaints Policy

Raising a concern

You can speak to one of our staff
You can speak confidentially to the person providing your care - or ask to speak to the person in charge of the ward/department. Speaking to someone in the Trust who supports you, or has done so, gives us the opportunity to sort out things more quickly.

You can speak to PALS
You can contact the Patient Advice and Liaison Service (PALS) for information and support. PALS is a confidential service which will listen to your concerns, and issues and try to put things right as soon as possible.

You can make a complaint
If, after speaking with a member of staff or PALS, you feel that your concern has not been satisfactorily resolved, you can telephone or write to us.  It will help if you contact us as soon as possible. Making a complaint will not affect the way you are treated.

Data protection
Your personal data will be recorded and retained in accordance with the current data protection legislation and government record retention guidelines.

Send your complaint to

The Complaints Manager or the Chief Executive
Trust Head Office
Hertfordshire Partnership University NHS Foundation Trust
The Colonnades
Beaconsfield Road
AL10 8YE

You can complete our online comment, compliment or complaint form

On successful submission of the complaints form you will receive the following message: 

'Thank you. Your complaint, compliment or comment about our services and the care you receive has now been sent to the Hertfordshire Partnership University NHS Foundation Trust PALS and Complaints team'

If you are experiencing problems submitting your form please contact: 

Tel: 01707 253916

Email: hpft.complaints@nhs.net

Dealing with you complaint

The Trust works in partnership with Hertfordshire County Council Adult Care Services. If your complaint involves both health and social care issues we will be in touch with you to discuss the most appropriate way to deal with your complaint.

If you would like help and support to make a formal complaint you can contact the NHS Complaints Advocacy Service.  POhWER ICAS (www.pohwer.net) is an independent body offering advocacy support to people who wish to make a complaint about NHS services.  The service is free, independent and confidential.

For information on what happens next click here

HPFT Staff Awards

Each year HPFT's Annual Staff Awards give staff, service users, carers and families an opportunity to nominate individual or team, that they feel has gone out of their way to provide exceptional support, for an award.

For more information click here

Compliments/Have your say

We want to hear your feedback about the services we provide.  This can help us understand what we are doing well (and could do more of) as well as helping us to understand what is not working well. Please click on the following links:

Having your say Service Users

Having your say Carers

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