Raise a concern or complaint

We value your comments and learn from complaints, making improvements where we can.

Anyone who is receiving, or has received, NHS treatment or services can complain. If you’re unable to complain yourself, someone else, usually a relative or close friend, can do so for you – we’ll need to contact you to confirm it’s with your agreement.

If you’re not satisfied with our service, you can make a formal complaint by emailing pals@boltonft.nhs.uk or by writing to:

Chief Executive
Trust Headquarters
Royal Bolton Hospital
Minerva Road

By putting your complaint in writing, it gives you the opportunity to consider the questions you wish to be addressed, along with their desired outcome, all of which are very helpful in assisting us to resolve complaints.

Please provide a telephone number when submitting a complaint, as a member of our Patient Experience team will contact you to discuss how you would like your complaint to be handled.

Independent Complaints Advocacy

Anyone making a complaint can receive free independent advice and support from specialist advocacy services if they wish. The NHS Independent Complaints Advocacy Service (ICA) supports and represents individuals complaining about the NHS.  ICA can:

  • Give you advice about making a complaint
  • Support you in drafting letters
  • Represent you or attend meetings with you

The Independent Complaints Advocacy can be contacted using the details below:

The Bolton Advocacy Hub
Flex Space
Manchester Road

Tel:  01204 543930
Email:  referral@boltonadvocacy.org.uk

We would always try to resolve your complaint to your satisfaction

However, if you remain dissatisfied when we have concluded the handling of your complaint locally, it is open to you to contact the Parliamentary and Health Service Ombudsman (PHSO), dame Julie Mellor DBE, to ask that she investigates your complaint further.  She will not usually investigate unless you have complained to the trust and had a final response.  Their contact details are:

The Parliamentary and Health Service Ombudsman
Millbank Tower

Telephone: 0345 015 4033
Email: phso.enquiries @ombudsman.org.uk