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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.

Read our full Complaints policy and procedure

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 9605027

Email PALS@berkshire.nhs.uk  

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 01344 415662

Fax 01344 415627

E-mail Complaints@berkshire.nhs.uk 

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.

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.

Read our full Complaints policy and procedure

Send a formal complaint letter

If you would like to make a formal complaint, please put your concerns in writing to:

Julian Emms
Chief Executive

Berkshire Healthcare NHS Foundation Trust
3rd Floor
Fitzwilliam House
Skimped Hill Lane
Bracknell
Berkshire
RG12 1BQ

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

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
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 

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 

Email: info@advocacyinslough.org.uk 

Visit the Advocacy in Slough website 

HealthWatch Reading

HealthWatch are an independent champion for people living in Reading who use health and social care services.

Call 07365 519 920

Email readingvoice@healthwatchreading.co.uk

Visit the Advocacy in Reading website 

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

Email info@theadvocacypeople.org.uk

Visit The Advocacy People website 

They provide a range of support across different services and patient groups.

Read about their NHS Complaints advocacy (website)

Read about their Mental Health advocacy (website)

Read about their Care & Support advocacy (website)

Read about their Learning Disability advocacy (website)

Read about their Children and Young Persons advocacy (website)