Home > Patients & Visitors > Patient Advice & Liaison Service (PALS) > Making a Complaint > Stage Two - Independent Review

Stage Two - Independent Review

The Healthcare Commission review

The Healthcare Commission is responsible for reviewing formal complaints about the NHS in England that have not been resolved by the NHS organisation about whom a complaint has been made. The Healthcare Commission independently reviews NHS complaints but can only review a complaint if it has already been raised with PALS and you are dissatisfied with our response.

To request a review, please write to the address below within six months of receiving a final formal written response outlining why you are still dissatisfied.

Initial review:

A member of the Healthcare Commission's complaints team will be allocated to your case and will review the issues it raises with the help of expert advice if necessary. A letter with the Healthcare Commission's decision will be sent to you and to us.

Investigation:

If the Healthcare Commission decides to investigate your complaint further, they will agree the investigators terms of reference with you. Both you and Addenbrooke's will receive a full report of the findings at the end of the investigation.

The Healthcare Commission cannot award you compensation or provide you with legal advice.