Complaints Procedure

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Without your support we wouldn’t be able to continue helping our PACT families. However, we know that there may be times when we don’t meet our own high standards. If this does happen we want to hear about it, deal with it as quickly as possible and try to stop it happening again. We take complaints very seriously and we are always grateful to hear from people who are willing to take the time to help us improve. We always thank people who contact us about their problems, concerns or worries.

You can call the PACT Office on 0114 272 4570 where our phone lines are open Monday to Friday from 8am to 3pm. Outside of these hours you can always leave us a message and a contact number so that we can get back in touch with you easily.

You can email us in the PACT Office at pact@sch.nhs.uk.

Or you can write to the PACT Office at:
Sheffield Childrens’ NHS Trust
Sheffield Childrens Hospital Western Bank
Sheffield
S10 2TH

Please include your name, address and contact telephone number in your email or letter so that we can contact you easily. You can contact us in whichever way is most convenient to you and we will respond to you via the same method unless instructed otherwise.

We will try to respond to all complaints within ten working days and you will receive an acknowledgement of your complaint within the first 5 days of receipt. If we think it will take longer we will let you know.

In more complex situations where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can. We will record your complaint and between us we can agree on the best way and time to get back in contact with you.

We will do our best to fix problems, correct mistakes and address concerns in a way that pleases you. Please feel free when contacting us to let us know how you think it could be resolved. We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you with a prompt response and tell you who to go to if you want to escalate your complaint further.

We really hope that the PACT Office can resolve your complaint in a satisfactory way. However if after contacting our Supporter Care Team you are still unhappy then you can write, either by letter or email, directly to the Chair of our Trustees via the PACT Office. Please outline the details of the complaint, why you have not been satisfied with our response up to now and what you would like us to do to put things right.

You can also contact The Charity Commission.