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We always look for the best way to solve each individual complaint and get a satisfactory result.
We will let you know we have received your complaint within two working days. After this you will receive a letter explaining how we will handle your complaint. We may also contact you to discuss the details of your complaint and what you would like us to do to make things right.
We may be able to achieve a satisfactory result for you using only the evidence you have provided or by telephoning the organisation or practitioner involved. If this is not possible, we may need to carry out an in-depth investigation. This usually means writing to the organisation or practitioner to get the information we need and interviewing some of the people involved in the complaint, including you.
At the end of our investigation we will send you a letter or report explaining our final decision.
If you are unhappy with our service at any stage in the process please let us know.
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