How to make a formal complaint

If you wish to make a formal complaint, your complaint will be acknowledged by the relevant Senior Manager who will contact you within three working days. We will fully investigate your concern or complaint.

A meeting will be offered for you to discuss your concerns within 15 working days. A final response will be completed within 20 working days. A full written response will then be forwarded to you detailing your concern or complaint and the action we intend to take to prevent the same circumstances occurring again.

In the event that your concern or complaint cannot be resolved to your satisfaction, please get in touch:

By email:               info@wirralhospice.org

Or in writing to:    Chief Executive
                               Wirral Hospice St John’s
                               Mount Road
                               Higher Bebington
                               Wirral
                               CH63 6JE

Or by calling:        0151 334 2778

Unresolved complaints
If you feel that your complaint is still unresolved or at any other time you so wish, you can contact the following:

Care Quality Commission
Please be aware that they do not settle individual complaints

By email:              enquiries@cqc.org.uk

Or in writing to:   
Care Quality Commission
                              Citygate
                              Gallowgate
                              Newcastle upon Tyne
                              NE1 4PA

Or by calling:       03000 616161

You can also complain to Wirral Clinical Commissioning Group or West Cheshire Clinical Commissioning Group who commission some of our care services:

Wirral Commissioning Group

By email:              wiccg.intouch@nhs.net

Or in writing to:   Corporate Affairs Team
                              NHS Wirral Clinical Commissing Group
                              5th Floor Marriss House
                              Hamilton Square
                              Birkenhead
                              Wirral
                              CH41 5AL

West Cheshire Clinical Commissioning Group

By email:               enquiries.wcheshireccg@nhs.net

Or in writing to:    1829 Building
                               Countess of Chester Health Park
                               Liverpool Road
                               Chester
                               Cheshire
                               CH2 1HJ

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