Complaints and Concerns

North London Hospice aims to give the best possible care to patients and support to their families, friends and carers. However sometimes expectations are not met.

To help us improve services we hope you will let us know about any problems or concerns. We promise we will listen to you and take your comments seriously.

It may feel difficult for you to complain, particularly if you are receiving care. However we would really like to know if you are unhappy with our service so we can try our best to put things right.

Making a complaint will not adversely affect your care or the approach of staff to you in the future.

Making a complaint on behalf of someone else

If you are making a complaint on behalf of someone else it is important that their consent is obtained, should they be able. The service complaints manager will check this before proceeding any further.

Confidentiality of all who receive care will be respected we will adhere to any known wishes expressed by them about disclosure of information.

Complaints may often be raised at a time of high emotion and painful circumstance but staff will do all they can to enable the complainant to be heard. However, staff will not accept abusive or threatening language or behaviour.

How to make a complaint

  • Speak to the person in charge as soon as possible
  • Your complaint will be investigated
  • You will receive a full written response usually within 20 working days

If you are dissatisfied with the outcome of our investigation we can tell you how to go about getting an independent review from other sources. They will usually advise you to follow the complaint through our internal process in the first instance. If you are still unhappy they may be able to investigate. Click here to read more about an independent review.

If you would like further information or want to talk about making a complaint, please call our Patient and Family Feedback Lead, Deborah Mosdall on 020 8343 8841 or email:

You can find out more by downloading our How to make a complaint leaflet. 

Sign up for our newsletter

For the latest fundraising, events and news from North London Hospice.

Click here to sign up to receive our quarterly newsletter.