Complaint Process

Complaints should be sent to nelondon.newhamtraininghub@nhs.net

Days 1-3

• Complaint received by the team, logged and allocated to appropriate member. (If resolved completely within 24 hours – marked as closed)
• Acknowledgement sent to the complainant in writing with a follow up sent within 3 working days.
• Copy of complaint, action log and response emailed to Newham Training Hub Programme Manager to review.

Days 4-6

• Allocated team member contacts the complainant to arrange local resolution and agree way forward.
• If unresolved, complaint is escalated to the Newham Training Hub Clinical Lead who will review and respond.

Days 7-31

• Final escalation to relevant commissioner (if applicable) to review.
• Complaint closed on log.