Coronavirus Update –  22 December 2021

Due to the containing demands placed on both services and staff as a result of the Covid-19 pandemic, a decision has been made that from 22 December 2021, the Trust will extend its complaint response timeframe from 35 working days to 45 working days.

This decision has been carefully considered and has been made in an attempt to balance the ongoing demands, whilst continuing to offer a service which allows anyone to raise concerns and receive a response to their complaint about care or treatment provided.

In order to clarify what this means for you, we have created a number of Frequently Asked Questions, which are set out below.

If having read the below, you have any outstanding questions or concerns, please do not hesitate to contact our Complaints Team by phone on 0116 295 0831 or via email to and we will get back to you as soon as possible.

What is the new response timeframe if I wish to raise a complaint?

For the foreseeable future, our new timeframe to provide a response to your complaint is 45 working days, however, we will of course provide you with our response to your concerns, if it is available before that time. We will also contact you if we are unable to meet this timeframe to discuss the reasons for the delay.

Why have you decided to make this change?

Please be assured that this decision was not made lightly, all the potential risks have been carefully considered and we are regularly reviewing the position across all services. The changes are however necessary to ensure that all complaints are responded to within a timeframe that allows our staff and services to investigate your complaint, along with responding to the continued pressures caused by the pandemic.

Does this mean my complaint will not be addressed until this time is complete?

We will endeavour to provide a response that fully addresses any concerns you have as soon as practically possible; where possible to do so, this may be before the 45 working day timeframe.

If you are experiencing pressures, is there a chance that I may not receive my response within 45 working days?

The ongoing pressures in responding to the pandemic may mean that on rare occasion the investigation may take longer than initially agreed. If we do need longer to complete our investigation, a member of the team will contact you to make you aware of this and advise when we hope to provide a response to you.

Is there a way my concerns can be handled sooner?

Following receipt of your concerns, a member of the team will contact you to discuss these further and agree the best possible way to handle the issues raised.  During this call, the team will explain the different approaches that could be taken, what each will entail and their timeframes.  Please ask the team any questions to ensure that the right approach is taken for you.

Can I still request a meeting?

Due to the risk of transmission of the virus, the Trust is offering virtual meetings, however, if you would like to have a meeting, please get in touch with the Complaints Team and they will be happy to discuss this further.

What will happen if I have concerns about multiple agencies?

If your complaint involves multiples agencies, we will discuss any circumstances that may affect the way in which we can efficiently handle your complaint during our initial call with you and we will ensure that we agree how you would like us to handle your issues.


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