How we handle complaints

We take complaints very seriously.

If you have already been in touch with a member of NHS Property Services staff, please talk to them first as they may be able to help you. If not, you can make a complaint.

Making a complaint to NHS Property Services

We can act on complaints about the work and staff of NHS Property Services.

Complaints by NHS or other partner organisations can best be resolved locally through a local NHS Property Services contact.

You can make a complaint in writing, either online or by post.

The quickest way is to send an email to information@property.nhs.uk.

Or you can write to us at:

Complaints Team
NHS Property Services Ltd
85 Gresham Street
London,
EC2V 7NQ

Complaints about other parts of the NHS

If your complaint is about another part of the NHS, you will need to contact a different organisation:

  • If you want to make a complaint about your or someone else’s healthcare treatment, please click here.
  • If you want to make a complaint about another NHS organisation (like your GP surgery, a hospital or clinical commissioning group), please contact that organisation directly. You can find contact details on the NHS Choices website.
  • If you want to make a complaint about the Department of Health or any aspect of Government policy on the NHS, please click here to contact the Department of Health.

Information we will need from you

We will need:

  • a clear, detailed description of what your complaint is about
  • copies of any letters or emails related to the complaint
  • your email address or postal address so we can reply

What happens next?

We will write to you to acknowledge receipt of your complaint, normally by email and within two working days.

We investigate all complaints in line with the NHS complaints procedure and the rights that are outlined in the NHS Constitution.

We aim to respond in full to complaints within 20 working days. If we think it will take a little longer than this, we will let you know and tell you when you can expect a reply.

If you’re not satisfied with our response

If, after you’ve received a response from us, you feel your complaint has not been fully resolved, you can ask our Chief Executive Officer, Elaine Hewitt, to look into it. You can write to Elaine at: information@property.nhs.uk (please put “For the attention of the CEO” in the subject line)

or

Elaine Hewitt
Chief Executive Officer
NHS Property Services Ltd
85 Gresham Street
London,
EC2V 7NQ