Making a formal complaint

Sometimes we don’t get things right and if your concerns have not been addressed adequately or you feel strongly that you wish to proceed with a Formal Complaint then please contact us as detailed below. You can make a complaint by telephone 01823 343536, letter, email or face to face. We will aim to acknowledge your complaint within three working days. The Trust is guided by the NHS Regulations (2009) for complaints management.

STAGE ONE – Local Resolution

The Trust has a dedicated Complaints team to deal with formal complaints.


Or write to us by mail:
Block 51
Musgrove Park Hospital
TA1 5DA.

Please submit your complaint to us in writing so that we can be sure that we understand all of your concerns. This can be by email to one of the Complaints inboxes.  Alternatively, as mentioned above you can contact us by phone or in person if you would find it easier to talk to us.  We will be happy to take your feedback and will then acknowledge in the usual way.

If emailing, please include a postal address and telephone number so that we can contact you at a later date.

  • Tell us what your expectations are and your desired outcome (we will ask you about this when we acknowledge your complaint).
  • We will investigate your complaint and agree with you the estimated response date depending on the complexity of your concerns but aim to respond within 40 working days.
  • A written response will be provided once approved by the CEO or delegated executive. If it is appropriate, and you agree, we can arrange for you to meet and discuss your concerns with the staff who have been involved with your care.
  • We will tell you what we have learned from your complaint and if things have gone wrong, we will tell you how we will stop this from happening in future.
  • If all options to resolve the complaint locally have been exhausted you can request that the Parliamentary & Health Service Ombudsman (PHSO) undertakes an independent review of your complaint.
  • Complaints are not recorded on your medical record. Making a complaint will not mean that staff treat you any differently.

Advocacy Support

If you want to make a complaint but require support or advocacy from a source external to the hospital, SWAN Advocacy can help you. SWAN can help you write letters and will attend meetings at the hospital with you.

SWAN Advocacy, Hi Point, Thomas Street, Taunton. TA2 6HB

Tel: 03333 447 928



STAGE TWO – Parliamentary & Health Service Ombudsman (PHSO)

The PHSO provides a service to the public by undertaking independent investigations into complaints where the NHS has not acted properly or fairly or has provided a poor service.

In most cases the PHSO will not investigate a complaint unless it has already been made to the hospital and all options of resolution have been exhausted.

The PHSO has consultant nursing and medical staff who will provide expert clinical opinion and will assist the PHSO in making any recommendations to the hospital in the event that they decide to take up your case.

Parliamentary & Health Service Ombudsman (PHSO)

Millbank Tower

Tel: 0345 015 4033