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Compliments, comments, concerns and complaints

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A complaint can be made by a patient, or by someone acting on their behalf, with their consent. Complaints should normally be made within 12 months of the event, or of you becoming aware that you have something to complain about.The first stage of the NHS complaints procedureis 'local resolution'. If you wish to make a complaint. We will support patients, carers and relatives when raising a concern about services we provide. We will work in partnership with the professionals involved to aid a quick resolution.

Please write to:

Patient Experience Team

Appleton House

Lanchester Road Hospital Site



Your complaint will be treated in strict confidence and we will:

  • Acknowledge your letter in three working days
  • Agree a timescale and action plan to investigate your concerns
  • Thoroughly investigate any concerns you raise
  • Give you a detailed response within the timescales agreed with you
  • Keep you informed if the investigation takes longer than expected
  • Take action to put things right where possible

If you are not satisfied with the Trust's response, you should contact the Patient Experience Team by telephone or in writing in the first instance to discuss the options for pursuing your complaint. We will be happy to discuss your outstanding concerns with you and, if appropriate, a Local Resolution Meeting or further written response could be arranged to try to resolve your complaint.

If you are still dissatisfied, you can refer your complaint to the Health Service Ombudsman to review your outstanding issues. Contact details as follows: The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW10 4QP

Telephone helpline: 0345 015 4033 Email:

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'I have to compliment everyone on their pleasant persona and their expertise and knowledge. By the end of the 5 days, I did not feel as though I had been in a hospital ward and was very relaxed.'

Patient, Ward 16 Orthopaedics, University Hospital of North Durham