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What happens next

We will contact you within three working days to let you know we have received your complaint and explain how we will deal with it.

Within 25 working days you will receive a full reply including, if appropriate, an apology and an explanation of what we are doing to put things right.

If we need longer than 25 working days we will contact to you to agree a new timescale.

What happens if you are not satisfied?

Once every attempt to resolve your complaint has been made, either in writing or by meeting with staff, you can ask the Parliamentary and Health Service Ombudsman (PHSO) to review the way the Trust has handled your complaint.  The PHSO works jointly with the Local Government Ombudsman if a complaint covers both health and social care.

The Ombudsman is independent of government and of the NHS and the service is confidential and free. There are time limits for taking a complaint to the Ombudsman, although she can waive them if she thinks there is a good reason to do so. You can contact the PHSO helpline on 0345 015 4033, or email phso.enquiries@ombudsman.org.uk or you can write to the Ombudsman at PHSO, Millbank Tower, Millbank, London SW1P 2QP.

Our Guide to Making a Comment, Compliments and Complaint leaflet  (for an Easy Read version of this leaflet please click here ) contains some useful information about other organisations:

Hertfordshire County Council Adult Care Services
Carers in Hertfordshire www.carersinherts.org.uk
Age Concern www.ageconcern.org.uk
Help the Aged www.helptheaged.org.uk
Citizens Advice Bureau www.citizensadvice.org.uk
MIND www.mind.org.uk
MENCAP www.mencap.org.uk
Alzheimers Society www.alzeiheimers.org.uk
National Schizophrenia Foundation www.rethink.org
Royal National Institute for the Blind www.rnib.org.uk
Royal National Institute for the Deaf www.rnid.org.uk

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