Make a complaint
We’re committed to providing outstanding care.
If you have had a bad experience with one of our services, we want to know so we can make sure it doesn't happen again.
Unfortunately, we’re unable to investigate complaints if you’re taking legal action against us, or seeking financial compensation.
We might not be able to investigate your complaint if it’s about something that happened more than 12 months ago.
There are different ways to contact us to share your concerns.
Contact our PALS team
If you’ve had a bad experience with a particular service, you can share your concern with the service team directly, if you're happy to.
Our PALS team can assist you if you need support.
Call 0118 904 3467
Contact our complaints office
If you’ve spoken to the service staff and you’re unhappy with the outcome, you can contact our Complaints Office.
Our team is available between 9.30am and 4.30pm, Monday to Friday (excluding bank holidays).
If you leave a message with us, we’ll get back to you within two working days.
Call 0118 904 3420
Fax 01344 415627
We’ll contact you to confirm your request and your details. If you’re happy for us to do so, we’ll talk to the staff or agencies who may be involved.
We’ll follow the standard NHS regulations and assign a senior manager to your request.
Once we’ve finished investigating, our Chief Executive, Julian Emms, will send you a formal response by post.
Send a formal complaint letter
If you would like to make a formal complaint, please put your concerns in writing to:
Berkshire Healthcare NHS Foundation Trust
If you’re not happy with our formal response to your complaint, or if you have any questions, please let us know.
We’ll look into the way we’ve investigated your complaint or arrange a meeting with you to discuss in detail what we found.
If you still wish to take the complaint further, you can ask for an independent review from the Parliamentary and Health Service Ombudsman within 12 months of the date of our formal response.
Call 0345 015 4033
Visit Parliamentary and Health Service Ombudsman website (opens new browser tab)
Contact them in writing:
Parliamentary and Health Service Ombudsman
London SW1P 4QP
You can also contact advocacy groups for independent advice if you have concerns about our services.
The groups mentioned here are for guidance only.
Support Empower Advocate Promote (SEAP)
You can get independent support to make a formal complaint by contacting SEAP
Call 0330 440 9000
Visit the SEAP website (opens new browser tab)
Advocacy in Slough
If you live in Slough, Advocacy in Slough provide support if you have concerns about mental health and social care services, independent care, or other health concerns.
Call 01753 415229
Visit the Advocacy in Slough website (opens new browser tab)
HealthWatch are an independent champion for people living in Reading who use health and social care services.
Call 07365 519 920
Visit the Advocacy in Reading website (opens new browser tab)
The Advocacy People
The Advocacy People is an independent charity, which provides free and confidential support if you need to access mental health and social care services, of you wish to pursue a complaint.
They can help if you’re an older person, a carer, a person with a disability or a mental health illness.
Call 0330 440 9000
Visit The Advocacy People website (opens new browser tab)
They provide a range of support across different services and patient groups.
Read about their NHS Complaints advocacy (opens new browser tab)
Read about their Mental Health advocacy (opens new browser tab)
Read about their Care & Support advocacy (opens new browser tab)
Read about their Children and Young Persons advocacy (opens new browser tab)