Compliments, concerns and complaints

We love to hear when things have gone well. This is encouraging for staff and also allows us to share good practice. You can send positive feedback directly to the team concerned or to us in the Service User Engagement/Complaints Service.

We encourage you to raise any concerns that you have about the care or treatment that we provide to you with the staff in the team that you are seeing. They, or the team manager, will do their best to sort things out for you. However, if they’re not able to resolve your concerns, you can contact the Service User Experience/Complaints Service and we will liaise with the team on your behalf. Resolving issues or concerns informally can often be most beneficial as it means that things can be put right quickly and simply. However, the Trust recognises that all users of our services have the right to make a formal complaint, and the Service User Experience /Complaints Service can offer you advice and support if you decide that you want your concerns to be formally investigated.

If you decide to make a formal complaint, we will aim to respond to you within either 40 or 60 working days, depending upon the issues you raise and how long we will need to thoroughly investigate them. Your complaint should be formally acknowledged within three working days. We always aim to respond to you within these timeframes, but occasionally it may take longer, for example in cases of staff absence, and we will always let you know if this is the case. You should expect to be contacted by the manager who investigates your complaint and to be offered the opportunity to meet. Your formal complaint will be signed off by the Chief Executive.

We can reassure you that it is Trust policy that contacting the service or making a complaint will not harm or prejudice the care that you or your relative receives.

The team is available between 9am and 5pm, Monday to Friday. The team provides a telephone service, and also receives enquiries by letter and email.  

If you need the support of an interpreter to tell us about your concerns or you have a hearing or visual impairment please contact us and we will make appropriate arrangements.

Our information leaflet can be downloaded here: Partnership Complaints leaflet [pdf] 3MB

Tel: 020 8702 4700 (24-hour voicemail facility)
Email: beh-tr.patient.experience@nhs.net

Write to:

Service User and Engagement Team
Barnet, Enfield and Haringey Mental Health NHS Trust
Patient Services
Link Corridor, Apple – Entrance I
St Ann’s Hospital
St Ann’s Road
London N15 3TH

Tel: 020 3317 7102
Email:  feedback@candi.nhs.uk

Write to:

Camden and Islington NHS Foundation Trust      
Advice and Complaints Service
1st Floor, East Wing
St Pancras Hospital 
4 St Pancras Way
London, NW1 0PE

The Service User Experience/Complaints Service is confidential and the team will not contact other people without the consent of those raising the concern or complaint. If you cannot raise the concern or complaint yourself then someone else such as a relative, friend or advocate can complain on your behalf, if they have your consent to do so. You can find out more about consent in our leaflet her:  Consent Flyer [pdf] 461KB

You can contact our advocacy service which is provided by POhWER.

For further free and confidential support please contact: POhWER

• Tel: 030 0456 2370
• Email: pohwer@pohwer.net
• In writing: PO Box 14043, Birmingham B6 9BL

You can contact the NHS Complaints Advocacy Service which is provided by Rethink. 

• Tel: 0300 7900 559
• Email: candi@rethink.org
• Visit the Rethink website 

Read our Advocacy Service leaflet [pdf] 1MB for more information.