At MNSI we want to provide the highest standard of service. But sometimes things can go wrong.
Tell us if you are unhappy with our service. We welcome the opportunity to fix problems and learn from our mistakes.
Before you complain
First, find out who should deal with your complaint. The information below should help you decide.
Complaints our team can deal with
We can deal with any complaints that relate to:
- things we have done
- things we have failed to do
- occasions where we have not met our high standards of service.
Examples of what you can complain about include:
- How we have dealt with a situation.
- The performance or behaviour of our staff.
- How we apply our processes.
Complaints our team cannot deal with
There are some issues that our complaints team cannot deal with. This is because they are not covered by our complaints procedure.
For example, we cannot help with requests for information under either the Freedom of Information Act 2000 or data protection legislation.
To request public information about our work, email FOI@mnsi.org.uk.
To request a copy of the information we hold about you, email SAR@mnsi.org.uk.
If you do not know who to contact, please get in touch. If we cannot handle your complaint, we’ll tell you why and who you should contact instead.
How to complain
Email your complaint to enquiries@mnsi.org.uk.
If you prefer, you can post your complaint to:
MNSI
2 Redman Place
London
E20 1JQ
You should include:
- your full name
- the name of any hospital or NHS trust involved
- your MNSI investigation number (if you know it)
- the name of your maternity investigator (if you know it).
You should contact us as soon as possible. We cannot investigate your complaint if the incident happened over a year ago.
If you need help to make your complaint
Contact our family engagement team. They will support you to make your complaint.
Email familyengagement@mnsi.org.uk
What happens next
We have a 2-stage complaints procedure.
Stage 1
We’ll contact you to confirm we have received your complaint
We aim to do this within 3 working days.
We’ll give your complaint to a member of our team to investigate
This team member will be someone who is not directly involved with your complaint.
The person dealing with your complaint will contact you to introduce themselves
They will:
- make sure we understand your complaint.
- ask you for any missing details or information we need to proceed.
- answer any questions you may have about the complaint process
- ask how you'd like to be contacted and kept informed of progress
- discuss the timescale for completing our investigation.
We aim to do this within 7 working days.
We’ll decide if your complaint needs further investigation
If the reasons for your complaint are clear, we may decide we do not need to investigate further.
When this is the case, we’ll give you our feedback and resolve your complaint at this stage.
Stage 2 (if required)
If we need more information, we’ll continue to investigate your complaint
This could include gathering documents and interviewing members of staff.
When our investigation is complete, we’ll contact you with our findings.
Each complaint is different and there are lots of possible outcomes. But we always try to find a resolution that you are satisfied with.
We aim to resolve complaints within 30 working days of speaking to you. If your complaint will take longer than this, we’ll discuss this with you.
How we learn from complaints
As part of our complaints process, our leadership team receive regular reports on complaints we've received and the actions we've taken.
They look for lessons we can learn and share this information with the relevant teams so we can improve our service.
Confidentiality
We will keep all your complaint information safe and follow our legal obligations under the Data Protection Act. Our privacy policy tells you more about how we use and store your data.
If you are not happy with the outcome of your complaint
If you are not happy with our response to your complaint, you can contact the Parliamentary and Health Service Ombudsman (PHSO) through your Member of Parliament.
PHSO: Making a complaint about a government department or public organisation