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Freedom of Information Act:
Policies & Procedures

Complaints and Other Customer Services

The Trust Board is committed to the provision of an effective and timely process to implement the NHS complaints procedure.

The Trust ensures that complainants are made aware of the advice and support that can be obtained through the NHS process i.e. Patient Advice and Liaison Service (PALS), Independent Complaints and Advocacy Service (ICAS) and other advocacy services where they are available.

The Trust welcomes comments from its users as it provides an invaluable insight into its services.

This can enable the Trust to maintain and improve its services to patients based on the lessons learnt from complaints.

Complaints are reported to the Trust Board, and are also included within the Trust's Annual Report.

National information and Annual Report about complaints can be obtained from the Health Service Ombudsman for England.


A formal complaint should be made in writing to:

Complaints Department
Royal United Hospitals Bath NHS Foundation Trust
Combe Park

Complaints Policy & Procedure

Royal United Hospitals Bath NHS Foundation Trust Complaints Policy and Procedure together with a patient information leaflet is available on-line.

Complaints Procedure