Start at stage 1. Move to the next stage if your problem isn’t sorted or you’re unhappy with the response.
Stage 1 - talk to a member of staff
If you feel comfortable doing so, it’s always best to mention your concern to the member of staff you are dealing with or their manager. They may be able to sort things out for you.
Stage 2 - make a complaint about the audiologist
There are several options:
- your audiologist may have a complaints procedure
- your audiologist may be a member of the British Society of Hearing Aid Audiologists, which has an independent complaints resolution service https://www.bshaa.com/Customer-Care
- if your hearing aids are not as described or are faulty, you have rights under the Consumer Rights Act
- if you have hearing care paid for by the NHS, see the section about complaining to the CCG
Stage 3 - contact NHS England
NHS England handle concerns or complaints relating to directly commissioned services or services provided by NHS England. This would include primary care (GPs, dentists, pharmacists and optometrists).
A complaint can be made by:
0300 311 22 33
NHS England, PO Box 16738, Redditch, B97 9PT
In British Sign Language (BSL): BSL users can talk to us via a video call to a BSL interpreter.
Stage 4 - write to the Parliamentary and Health Service Ombudsman
The Parliamentary and Health Service Ombudsman makes final decisions on complaints that have not been resolved by the NHS in England and other public organisations.
0345 015 403
Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
The Health & Care Professions Council (HCPC) regulates health, social work and psychological professions. To do this they:
- set standards for professionals’ education and training and practice;
- keep a register of professionals, known as ‘registrants’, who meet our standards; and
- take action if professionals on our Register do not meet our standards.
Here are some of the professions regulated by the HCPC:
- Occupational therapists
- Practitioner psychologists
- Social workers
- Speech and language therapists
If you have concerns about the fitness to practise of a registrant use the following contacts.
0800 328 4218