Complaints procedure
How to make a complaint about the Health and Social Care Information Centre (HSCIC).
We take complaints about our work, staff, and levels of service very seriously. If you are unhappy with any aspect of the service you receive, you should speak to a member of our staff as soon as possible.
On most occasions problems and concerns can be sorted out straight away.
We can only deal with complaints about the work, staff, and levels of service provided by the Health and Social Care Information Centre.
We cannot deal with:
- complaints about government policy on health and social care
- complaints about hospitals, GP practices, and other NHS services
- complaints about social care services
Complain to HSCIC
If you want to speak to someone about a complaint, you can call our public enquiries line:
0300 303 5678, selecting option 2
(Lines are open 9am to 5 pm Monday to Friday excluding bank holidays.)
If you prefer to put your complaint in writing, you should write to the person who handled your query. This is usually the quickest way to resolve a problem. If you are still not satisfied, ask for the complaint to be escalated to their line manager or team leader.
We will need:
- a clear, detailed description of your complaint
- copies of any letters or emails relating to the complaint
- any correspondence reference number
- your email address or postal address so we can reply to you
We aim to respond to complaints within 10 working days. If we cannot reply to you within this time, we will let you know and tell you when you can expect a reply.
If the problem is still unresolved you can make a formal complaint to our complaints manager.
Make a formal complaint
If we have been unable to resolve your complaint to your satisfaction in the first stage you can make a formal complaint by post, phone, or online. Write to:
The Complaints Manager
HSCIC
1 Trevelyan Square
Boar Lane
Leeds
LS1 6AE
Alternatively, phone our public enquiries line (0300 303 5678, selecting option 2), which is open 9am to 5pm, Monday to Friday, excluding bank holidays. Our call centre staff can take a note of your complaint and pass it to the complaints manager.
You can also email enquiries@hscic.gov.uk, quoting ‘stage 2 complaint’.
What happens next
When you have made your complaint we will:
- acknowledge receipt of your complaint by email (provided you have included a valid email address)
- arrange for the executive director responsible for the area concerning your complaint to investigate your concerns
We will try and investigate and respond to complaints within 20 working days. In complex cases this may take a little longer. You will receive a formal response from the executive director responsible for the area concerned.
If you are not satisfied
If you are still dissatisfied when the executive director has responded, you can ask for an independent internal review of your complaint and the way it has been handled.
Please write to the complaints manager within 28 days of receipt of the reply from the executive director outlining why you remain dissatisfied.
The internal independent review will be overseen by a non-executive director of the HSCIC who will review your complaint, seek advice where appropriate, and select the following courses of action:
- ask the complaints manager to re-investigate your complaint
- establish an independent review panel
- advise you that, following a review of the facts, no further action is proposed
The director will only select the independent review panel if it is likely to resolve the problems. An independent chairperson will be invited to sit on the panel. The panel will seek the views of everyone involved and will produce a short report with its conclusions. The report will be sent to you and the Chief Executive of the HSCIC.
The panel has no powers to discipline anyone or award compensation, but it can make recommendations.
Ombudsman and appeals
If you still feel your concerns have not been addressed, you can ask your local MP to refer it to the Parliamentary and Health Service Ombudsman.
The ombudsman investigates complaints where government departments or other public bodies have not acted properly or fairly, or have provided a poor service.
If you are unhappy with the ombudsman’s decision, you can appeal to the Health Service Commissioner:
Health Service Commissioner for England
11th Floor
Millbank Tower
London
SW1P 4QP
Telephone: 0845 015 4033