We work hard to make sure your experience is positive, and you receive the highest standard of care and support in our hospices or in your home.
However, we know sometimes we do not always get things right. That is why we take complaints very seriously and make time to listen to you and act on what you say.
If something goes wrong, or you’re unhappy with what we have or haven’t done, tell us and we’ll do our best to put things right and try to make sure that other people have a better experience. Making a complaint will have no impact on the care that you or a loved one receive.
How do I make a complaint?
If something has gone wrong, we would like to, if possible, sort it out straight away. Please let a member of staff know there is an issue, and they will do everything they can to resolve your concern.
If you are in a hospice, the best person to talk to is the nurse in charge of the ward.
Alternatively, please ask at reception, and they will direct you to the right person. If we are providing care for you or your loved one at home, please contact us, on the phone numbers below:
- East of England – 0121 752 9305 (Open 24 hours a day, seven days a week)
- London – 0203 370 2208 (Open every day 8am-10pm)
- Midlands – 0121 752 9305 (Open 24 hours a day, seven days a week)
- North East – 0191 500 8956 (Open every day 8am-10pm)
- North West – 0151 541 7808 (Open Monday-Friday, 8am-10pm)
- Northern Ireland – 0289 433 1868 (Open every day, 8am-10pm)
- Scotland – 0141 473 1785 (Open Monday-Friday, 8am-6pm)
- South East – 0188 377 2232 (Open Monday-Friday, 8am-6pm)
- South West – 0188 421 4105 (Open every day 8am–10pm)
- Wales – 0292 267 9740 (Open every day, 7am-10pm)
- Yorkshire - 0191 500 8956 (Open every day, 8am-10pm)
There are also other ways you can make a complaint or share a concern with us:
Call our Support Line to speak to one of our advisors on 0800 090 2309 (Open 8am to 6pm Monday to Friday and 10am to 4pm on Saturday and Sunday).
Write to us at:
Experience of Care and Support team
Marie Curie
One Embassy Gardens
8 Viaduct Gardens
London
SW11 7BW
Marie Curie
One Embassy Gardens
8 Viaduct Gardens
London
SW11 7BW
Email us at: complaints@mariecurie.org.uk
Is there a time limit for making a complaint?
It is best to tell us as soon as possible – either within 12 months of the event happening or within 12 months of discovering you have cause to complain. Complaints received outside of these timescales may still be investigated if there is a reason the complaint could not be made earlier, and only if it is still possible to investigate what happened.
Will my care be affected if I complain about your services?
No. If you make a complaint this will not affect your care in any way. Any information you give will be treated in confidence and with sensitivity. Information about your complaint will be kept separate from any clinical records.
What will happen when I raise my complaint?
We will acknowledge your complaint within two working days of the date we receive it. Where possible, we will discuss your complaint with you to understand what has happened. We will also talk about:
- how long it will take us to investigate your complaint
- what you would like to see happen as a result of your complaint
- the way in which we will investigate your complaint
- how you would like to receive your response – for example, by telephone or letter.
Can I get help with making my complaint?
If you’re making, or thinking about making a complaint, you can find independent guidance to help you through the process here:
What if I’m not satisfied with your response to my concerns?
If you are not happy with our response and feel that we have not addressed your concerns, or that we have missed something, please contact us. We will see if there is anything further that we can do to resolve your complaint and try to address any outstanding issues.
If you are not happy with how we have dealt with your complaint and would like to take matters further, we have provided details below of organisations that will help with this. These bodies are independent, and the service they provide is free.
You cared for me in England
Parliamentary and Health Service Ombudsman
The Parliamentary and Health Service Ombudsman deals with unresolved complaints about health services and care in England. You can contact it by visiting the Parliamentary and Health Service Ombudsman website, or by phone on 0345 015 4033 (Monday to Thursday from 9am to 4pm and Friday from 8.30am to 12pm, except bank holidays).
Care Quality Commission
The Care Quality Commission regulates the care that we provide. The CQC also provides information about making a complaint and can be accessed via the Care Quality Commission website.
You cared for me in Northern Ireland
Northern Ireland Ombudsman
The Northern Ireland Ombudsman deals with unresolved complaints about health services and care in Northern Ireland. You can contact it by visiting the Northern Ireland Ombudsman website, or by phone on 0800 34 34 24 (Monday to Friday 9am to 1pm and 2pm to 4pm).
Regulation and Quality Improvement Authority
The Regulation and Quality Improvement Authority (RQIA) regulates what care we provide. It also provides help and guidance about making a complaint and can be accessed via the Regulation and Quality Improvement Authority.
You cared for me in Scotland
Scottish Public Services Ombudsman
The Scottish Public Services Ombudsman deals with unresolved complaints about all health services in Scotland. You can contact it by visiting the Scottish Public Services Ombudsman website, or by phone on 0800 377 7330 or 0131 225 5300 (Monday, Wednesday, Thursday and Friday 9am to 5pm, Tuesday 10am to 5pm).
If our Marie Curie Nurses provided you with hospice care in your home
Care Inspectorate
The Care Inspectorate deals with unresolved complaints about health services and care in Scotland and also regulates our services. You can contact it by visiting the Care Inspectorate website, or by phone on 0345 600 9527.
If one of our hospices (in Glasgow or Edinburgh) provided care for you:
Health Improvement Scotland
The Health Improvement Scotland (HIS) deals with unresolved complaints about hospice care in Scotland and also regulates our services. You can contact it by visiting the Health Improvement Scotland website or by phone on 0131 623 4300 or 0141429 7545.
You cared for me in Wales
The Public Services Ombudsman for Wales deals with unresolved complaints about health services in Wales. You can contact it by visiting the Public Services Ombudsman for Wales website, or by phone on 0300 7900 0203.
If our Marie Curie Nurses provided you with hospice care in your home:
Care Inspectorate
The Care Inspectorate Wales (CIW) deals with unresolved complaints about health services and care in Wales and also regulates our services. You can contact it by visiting the Care Inspectorate Wales website, or by phone on 0300 7900 126.
If the Marie Curie Hospice, Cardiff and the Vale provided care for you:
Health Inspectorate Wales
Health Inspectorate Wales (HIW) deals with unresolved complaints about hospice care in Wales and also regulates our services. You can contact it by visiting the HIW website in English or the HIW website in Welsh.
