How we handle complaints

We aim to provide the best service possible at all times but occasionally things do go wrong. When this happens we will do our best to put them right. If you are unhappy with our services or our facilities, we encourage you to contact us as soon as possible. We can only fix issues if you let us know.

Making a complaint to NHS Property Services

All complaints are handled by Case Managers who are dedicated to resolving problems and addressing issues as root cause. They can be alerted to complaints by emailing customer.service@property.nhs.uk or calling 0800 085 3015.

Or you can write to us at:

Customer Services
NHS Property Services Ltd
99 Gresham Street
London,
EC2V 7NG

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: customer.service@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
99 Gresham Street
London,
EC2V 7NG