Making A Complaint

How do I make a complaint?

New Victoria hospital prides itself on providing patients with the best available hospital care. If you are unhappy with any aspect of your care, however small, please speak to any member of staff and we will endeavour to put things right straight away. If your concerns are unable to be addressed to your full satisfaction, please ask to speak with a member of the senior management team. 

The hospital is a member of the trade association for independent hospitals, AIHO (the Association of Independent Healthcare Organisations), which represents over 200 hospitals that provide services to insured, self-paying and NHS-funded patients. AIHO works with the Care Quality Commission to influence, impact and represent the high standard of quality care members provide patients within an independent healthcare setting.  

There may be times however when expectations are not met. If you are not satisfied with the service you or a close relative or friend has received in the hospital, it is your right to have your concerns investigated and to be given a full and prompt reply.

The Independent Sector Complaints Adjudication Service (ISCAS), has been established for a number of years and provides the Code of Practice for Complaints Management, outlining the framework of managing complaints within the independent sector.

We recognise that complaints provide an opportunity to examine the hospital services and ensure a culture of continuous quality improvement. The Hospital Complaints Policy applies to both clinical and non-clinical complaints and is a statement of our commitment to quality. It is designed to effectively manage, respond to and resolve complaints. If you are thinking of making a complaint about your care at New Victoria Hospital this guide tells you about the code of practice and gives you advice about how to get the most out of the code of practice to achieve a satisfactory response. 

For full details on our complaints procedure, please request a copy of “Making a Complaint – a guide for patients” or to view online click here.  This comprehensive guide provides a complete overview of your options and the process.

The Hospital Complaints Code of Practice has three progressive stages:

·         Local Resolution

·         Internal Appeal

·         Independent External Adjudication

At the local resolution stage, we will look into and respond to your complaint. The aim is to try and sort out any problems as quickly and informally as possible. You can make your complaint verbally initially, but it is important that you confirm your complaint in writing. If your complaint is about a Consultant/Independent Practitioner, you should address your complaint to both the Consultant/Independent Practitioner and the hospital.The Chief Executive or Director of Clinical Services will send you a written acknowledgement within two working days of receipt of your complaint (unless it is possible to send you a full reply within five working days). We will always send a full written response within twenty working days of receipt of your complaint.

Written complaints should be sent to: The Chief Executive, New Victoria Hospital, 184 Coombe Lane West, Kingston upon Thames, Surrey KT2 7EG.

If you are not happy with the local investigation and your response from the Chief Executive or Director of Clinical Services, you may request an internal appeal which is dealt with by a member of the Board of Directors (Independent Director) of the hospital, unconnected with the matter. If you wish to request an internal appeal, you should do so within 6 months of the date of the final written response. Your request should be made in writing.

If you are dissatisfied with the results of the internal appeal or if the Hospital Director rejects your complaint under the internal appeal, you have recourse to external adjudication. The Independent Sector Complaints Adjudication Service (ISCAS) has been established for a number of years and is the recognised complaints management framework in the independent sector. ISCAS facilitates and provides the secretariat for the third stage of the ISCAS Code of Practice for Complaints Management. In this instance, you would need to write to The Secretariat for the Independent Healthcare Sector Complaints Adjudication Service at:

Independent Healthcare Sector Complaints Adjudication Service

70 Fleet Street, London EC4Y 1EU

Tel: 020 7536 6091



In 2017 a total of 30 complaints were investigated at the hospital, of which 3 concerned clinical care.  All complaints were successfully investigated and resolved to the complainants’ satisfaction during stage 1 - Local Resolution, of the complaints process.