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Compliments and complaints

We’re sorry things haven’t gone well, and we’ll do everything we can to resolve your issue.

Our aim is to deliver high quality services with a great experience, and as such we are always striving for better. From time to time, things don’t go quite so smoothly and so we really appreciate hearing from you what we did right and what we could be doing better. We have a range of ways to hear back from you from the Friends and Family Test if your feedback is more general, or through our complaints process which is aligned with the process other NHS organisations follow. Our complaints team are independent of our services, so you can raise an issue with them online, by post or over the telephone and be sure you won’t need to speak to people who are involved in your care.

How to complain

Initially, try and speak with a member of the team caring for you. In many cases, this is the quickest and easiest way to get a problem solved – because it can often be sorted out there and then.

Sometimes though, you may prefer to talk to someone not involved in your care or, following resolving the immediate issue, make a formal complaint about what happened.  You can do this by telephone, email or by writing to us.

When you send us your complaint, please try and give as much detail as possible about what’s happened. It’s important for us to understand exactly what it is you are unhappy with and what you would like to happen as a result, so that we can try to deal with the issue as quickly as we can and meet your needs.

What happens when I complain?

We will acknowledge receipt of your complaint within three working days and you will be advised of the timescale to complete any necessary investigation. We aim to respond to formal complaints within 30 working days. However, some concerns may take longer to investigate, particularly if a number of issues are involved – we’ll keep you updated. Making a complaint will not affect your care or treatment in any way.

Contact us

If you have a concern, compliment or complaint about the service you have received from Virgin Care or you need or want more information on the services we provide, then our Customer Experience team can help you.

To raise a concern, make a complaint or leave a compliment, you can email CustomerServices@virgincare.co.uk or write to us:

Virgin Care Customer Experience
Farnham Hospital,
Hale Road,
Farnham GU9 9QL

You can also call us on: 0300 303 9509 (this is a local rate number).

Our phone line and emails are only monitored between 9am to 5pm Monday to Friday. Please do not use these lines for emergency medical help, instead please dial 111 or 999 as appropriate.

The information you provide us with

We may need to collect personal information from you in order to provide the best possible service.

The confidentiality and security of your information is very important to us. We take the utmost care when handling your personal and confidential information and ensure that we have appropriate organisational and technical security measures in place to prevent unauthorised access, accidental damage, destruction or loss.

We will not disclose personal details to anyone without your permission, just like any other NHS organisation. You can find out more about how we use your information on our website or by picking up a leaflet in one of our services.

Complaints about primary care services

If your complaint relates to a GP service and you have already registered your complaint with us, then you can also raise your complaint with the commissioner of the service, NHS England.

NHS England
PO Box 16738
Redditch B97 9PT
t: 0300 311 22 33
e: 
england.contactus@nhs.net

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