Comments, compliments and complaints

Comments and compliments

We welcome your feedback and suggestions on how we can improve the services we commission for people in Sutton.  Please also let us know if you've had a good experience of care. This also helps us develop and improve our services.

Our website feedback form is the best way of doing this.

When something goes wrong

We do all we can to commission high quality health services but sometimes things don't go as they should and, if this happens, we want to hear from you so that lesson can be learnt and similar mistakes prevented from happening again.

If you want to raise an issue informally

Often the quickest way of resolving a concern is by raising it directly with a member of staff as soon as you can.  They will attempt to deal with the matter as quickly as possible.

You can also contact the Patient Advice and Liaison Service (PALS) who can raise the problem on your behalf with the service or staff member without you needing to go through the complaints procedure.

If you want to make a formal complaint?

You can make a complaint in writing, by email, over the telephone or in person. Your complaint should be made as soon as possible.  This should be within a year of the event. You can make a complaint on your own or on behalf of someone else if you have their permission.

NHS services commissioned for the people of Sutton

If you have a complaint relating to the way an NHS service has been commissioned, or you have been directly affected by a commissioning decision made by us, please contact our PALS and Complaints Team on 020 3668 1200 or email:   You can also write to us at:

Sutton Civic Centre
St Nicholas Way
Sutton SM1 1EA

For more information, please download our:

NHS services provided by GPs, dentists, pharmacists or optometrists

In the first instance, it is best to discuss your complaint with the service directly, as they are best placed to address your concerns.  You can also contact the NHS England Customer Contact Centre on 0300 311 2233 or email

NHS services provided by mental health trusts, hospital trusts and community services

All services providing NHS care have a way of receiving comments and complaints. If you have a comment or complaint about a hospital, mental health or community service, you need to raise this with the relevant organisation via their complaints process.

What you can expect when you make a complaint

If you make a complaint about any part of the NHS you can expect a written acknowledgement within three working days of the receipt of your  complaint.

If your complaint is about the CCG or a hospital you can expect a full written response to your complaint within 25 working days of receipt of your complaint.  When you receive a full response to your complaint it should address all the points you have raised and also tell you what further action you can take if you remain unsatisfied.

Independent support and advice

Local Advocacy Services offer free and confidential support.  Skilled experienced caseworkers can talk through the issue with you, give you advice on how to make a complaint, represent you at meetings and provide support and help drafting letters and attending meetings. Please contact our PALS team for advice on how to access this service.