Tell us about your experience
We want to make it easy for you to contact us if you have a complaint, a compliment, a question, comment or suggestion. You can do this anonymously or through our Customer Care Team.
For feedback, comments or complaints that need a reply, contact the customer care team directly or via email:
Telephone: 0115 883 9654
Nottingham CityCare Partnership
1 Standard Court
For general comments and feedback, you can either use the online form or use the feedback boxes in any of our health centre locations. If you would like us to respond, please put your contact details on the form otherwise we will be unable to contact or respond to you.
At CityCare we treat everyone with respect, tact, compassion and concern. We welcome complaints as an opportunity to learn and improve our services. We promise to listen carefully to your comments and conduct our investigation in a fair and objective way.
Complaints can be about the quality of our services, something our staff have done, or failed to do or our failure to respond to a previous complaint.
Who can make a complaint?
Anybody can make a complaint about a CityCare service. You can complain on behalf of a child or a person who has died. You can also complain on behalf of another adult, if you have their written permission.
Is there a time limit for making a complaint?
Yes, you should make your complaint within 12 months of the event, or as soon as it comes to your attention.
What will happen after I have made a complaint?
CityCare is committed to responding to complaints as quickly as possible. We will contact you once we have received your complaint and discuss how long we expect the investigation to take. We aim to resolve your complaint by looking at a range of options to find the best outcome. If the investigation leads to any changes or improvements to services we will make sure they are put into place across all CityCare services.
Can I get independent support and advice?
An organisation called POhWER can provide you with independent support and advocacy.
Telephone: 0300 020 0093
What if I am still not satisfied?
If you are dissatisfied you have the right to take your complaint to the Health Service Ombudsman. The Ombudsman is independent of the Government and the NHS, and is confidential and free. There is a 12 month time limit for taking a complaint to the Ombudsman, although this can be waived under certain circumstances.
Telephone: 0345 051 4033
The Parliamentary and Health
We will always protect your confidentiality if we share your complaint with other colleagues and services. However, there may be times when we need to share your information without your consent, for example to protect children or vulnerable adults.
If your complaint involves a number of different services such as hospitals, mental health services, ambulance services or social care we will work together to resolve your complaint. We will need to share your information to do this, but will always get your consent before doing so.