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London Ambulance Service NHS Trust

Complaining about London Ambulance Services

The Patient Experiences Team is your first point of contact if you have any comments, questions, feedback or concerns about the London Ambulance Service or treatment you have received from them. You should also contact this team if you want to make a complaint. The team can also deal with all general enquiries about the London Ambulance Service policies and procedures.

The Patient Experiences Team aims to respond to all enquiries as quickly as possible, but apologises should this take longer than usual. The Chief Executive Officer or one of the senior management team will write to you. You can be assured that they discuss patient feedback and complaints at Trust Board meetings, so that they can ensure learning across the Trust.

If you are enquiring about an existing complaint, you should obtain the reference number from the acknowledgement sent to you and contact the duty line on 020 3069 0240.

Complaints should be directed to:

Patient Experiences Department
Units 1&2 Datapoint Business Centre
6 South Crescent
E16 4TL

Tel: 020 3069 0240
Fax: 020 3069 0239
Email: ped@londonambulance.nhs.uk

More detailed information on the process can be found at the London Ambulance Service website.

Health Service Ombudsman

If you're unhappy with how the NHS have dealt with your complaint, please contact the Health Service Ombudsman.

Health Service Ombudsman service is free and is independent; it is not part of the NHS or Government and their powers are set down in law.

More information on the Health Service Ombudsman can be found at www.ombudsman.org.uk.

You can get in touch with the Health Service Ombudsman Monday – Friday between 8:30 am to 5:30 pm.

Tel: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk Text: 'call back' with your name and mobile number to 07624 813 005 (and they'll call you back). Fax: 0300 061 4000 Write to: Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

Help making a complaint (POhWER Advocacy Service)

Healthwatch Barnet is not able to support people in making an individual complaint. This is known as a complaints advocacy service. 

POhWER provide a free, independent service for Barnet residents. Their website is dedicated to helping you understand what your options are and how to get the best resolution for you.

The website has a wide range of information to support you to make an NHS complaint by yourself, including self-help information in Easy Read and large print version. If you wish to make a complaint about a National Health Service (NHS), please call 0203 553 5960 or email pohwer@pohwer.net.