First steps

It is best to raise any concern you have as soon as possible. You can speak to any of our staff about your concerns, but it is best to start with the people involved in your care.

If you’d prefer not to do that, you can contact our Patient, Advice and Liaison Service (PALS). 

How do I make a formal complaint? 

If you would like to raise a formal complaint, there are a number of ways you can do this:

  • Write a letter to:
    The Complaints Department,
    Cumberland Infirmary,
    Newtown Road, 
    Carlisle, CA2 7HY
  • Telephone: 01228 936302
  • Email: complaints@ncic.nhs.uk

We are values driven organisation and our values of respect, kindness, ambition and collaboration guide how we deal with your complaint. All complaints will be dealt with equally and will not affect the care you receive.

Advocacy Services

Advocacy services can offer support to patients and carers who wish to pursue a complaint about their NHS treatment and care. This service is free, confidential and independent. If you require further information please contact our team who will be happy to provide this for you. If you feel you need independent help and support to make a complaint, contact:

People First Independent Advocacy:

Phone: 03003 038 037  

Email: admin@wearepeoplefirst.co.uk

Complete the online self-referral form

Can I make a complaint for someone else?

Yes – however, if you are making a complaint on behalf of another person, you need to make sure that the other person knows you are doing this and agrees with the complaint. We must get their permission (consent) to deal with the matter.  If the person you are complaining for is unable to understand, we will explain or discuss this with you before a decision is made about what to do. Please contact the Complaints Department for further advice about capacity and consent.

When should I complain?

You should complain as soon as possible after you notice a problem. 

The NHS will only investigate complaints made:

  • Within twelve months of the event happening.
  • Within twelve months of you realising you need to complain – ideally this should not be more than one year from the event happening. These time limits, however, can sometimes be extended as long as it is still possible to investigate your complaint.

What will happen when I make a complaint?

The Trust aims to respond to complaints as quickly as possible.

The Complaints Team will:

  • Acknowledge your complaint within 3 working days
  • Request any information or documents required to allow the Trust to investigate and respond to your complaint
  • Assess your complaint to provide a response date
  • Your complaint will be allocated to senior member of the Trust to investigate
  • We will keep you up to date if there are any delays in responding to your complaint

What about confidentiality?

Everyone in the NHS has a duty to protect confidentiality. However, information from your health records may have to be shared with clinical and managerial staff investigating your complaint. All information relating to complaints is stored securely and separately from your health records.

What if I am not happy with the response to my complaint?

If you are unhappy with the response to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case. The Parliamentary and Health Service Ombudsman carries out independent investigations into complaints about the NHS in England.

  • Write to:
    Parliamentary and Health Service Ombudsman,
    Citygate,
    Mosley Street,
    Manchester, 
    M2 3HQ
  • Phone: 0345 0154 033
  • Email: phso.enquiries@ombudsman.org.uk