Last updated: March 2026
Our Commitment
At TRT South, we are committed to providing the highest standard of care and service. However, we recognise that there may be occasions when patients feel dissatisfied. We take all complaints seriously and view them as an opportunity to improve our services. This policy outlines how you can raise a complaint and what you can expect from our complaints process.
How to Make a Complaint
If you wish to make a complaint, you can do so by any of the following methods:
- Email: info@trtsouth.co.uk (please mark the subject as "Complaint")
- Phone: 01234 567 890 - ask to speak with our complaints manager
- Post: Complaints Manager, TRT South, 123 High Street, Southampton, SO14 2AA
When submitting your complaint, please include your full name, contact details, a clear description of your concern and the outcome you are seeking. This will help us investigate and respond to your complaint as quickly as possible.
Our Process
Step 1: Acknowledgement
We will acknowledge receipt of your complaint within 3 working days. You will be provided with a reference number and the name of the person handling your complaint.
Step 2: Investigation
Your complaint will be thoroughly investigated by an appropriate member of our team. This may involve reviewing medical records, speaking with staff members involved and gathering any other relevant information. We aim to complete our investigation within 20 working days.
Step 3: Response
Once the investigation is complete, we will provide you with a written response outlining our findings, any actions we intend to take and an apology where appropriate. If our investigation takes longer than 20 working days, we will keep you informed of progress and provide a revised timeline.
Step 4: Resolution
If you are satisfied with our response, we will close the complaint and implement any agreed actions. If you remain dissatisfied, you may request an internal review by a senior member of our team.
External Escalation
If you are not satisfied with the outcome of our internal complaints process, you have the right to escalate your complaint to the following external bodies:
- Care Quality Commission (CQC) - The independent regulator of health and social care in England
- General Medical Council (GMC) - If your complaint relates to the conduct of a doctor
- Parliamentary and Health Service Ombudsman - For complaints that have not been resolved through the provider's complaints process
Confidentiality
All complaints are handled in strict confidence. Information relating to your complaint will only be shared with those directly involved in the investigation and resolution process. Making a complaint will not affect the quality of care you receive from us.
Learning from Complaints
We review all complaints regularly to identify patterns and areas for improvement. Lessons learned from complaints are shared with our team and used to enhance our policies, procedures and patient care. We are grateful to patients who take the time to provide feedback, as it helps us to continually improve our services.