Complaints Procedure

Clare made this Freedom of Information request to West London NHS Trust

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Response to this request is long overdue. By law, under all circumstances, West London NHS Trust should have responded by now (details). You can complain by requesting an internal review.

Dear West London Mental Health NHS Trust,

Can you advise me on expected time-scale of complaints procedures at each level/stage.

Yours faithfully,

Clare Kent

Thank you for your recent Freedom of Information Request. You will receive a response within 20 working days.

FOI Team
West London Mental Health NHS Trust

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[Name Removed] (Account suspended) left an annotation ()

D.Speers left this annotation not JT Oakley

I suggest you have this answer in writing!
Clear and unambiguous

Dear foi,

You have not replied to my FOI in the time frame legally allocated. This is becoming somewhat of a habit.
Can you please answer. Thank you kindly.
Yours sincerely,

Clare Kent

We can confirm that the Information requested is available on the Trust’s
public website at the following link:

 

[1]http://www.wlmht.nhs.uk/contact-2/your-f...

 

 

FOI Team

West London Mental Health NHS Trust

 

Open Minds: Become a member and make a difference to mental health care.
Join today at www.wlmht.nhs.uk/get-involved/member

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Please consider the environment, do you really need to print this email?

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References

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1. http://www.wlmht.nhs.uk/contact-2/your-f...

Dear foi,

Actually this doesn't give any time scales. Please read my original foi and refer me to the actual wording where this is answered.

Yours sincerely,

Clare Kent

See Trust's Complaints Policy for full details of timelines and Stages of complaints. Specifically Pages 13-16 show how the Stages of the complaint are managed

http://www.wlmht.nhs.uk/wp-content/uploa...

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Dear foi,

No, sorry I see no such time scales to be found there. It mentions answering a standard reply to the initial complaint within a set time scale but no time frame to all stages.
Please quote where it says such.
Yours sincerely,

Clare Kent

1 Attachment

Dear Ms Kent

Further clarification has been obtained to help with your request:

Depending on the complexity of the complaint all timescales will be agreed with the complainant and can be anything from 25 working days.

The Trust complies with the National Health Service Complaints (England)Regulations and a copy is attached for your further information.

FOI Team
West London Mental Health NHS Trust

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Dear foi,

Is that 25 days to complete or twenty five days to respond on each level to say 'you' will complete in xxx time?

To further this question do you have a set time where each stage must be completed or is this down to the persons investigating the complaint? If not may ask why?

Yours sincerely,

Clare Kent