Although we work hard to offer high standards of service and care at all times, things can sometimes go wrong.
If you are unhappy with the treatment or service you have received from Marie Curie Cancer Care, please let us know.
We will do all that we can to put things right for you and to make sure that the same thing doesn’t happen again. Marie Curie Cancer Care views complaints as an opportunity to learn how we can improve.
If you have a complaint about treatment or care, it is best to try and sort it out straight away.
If the care or treatment has been provided in your own home, please ring the number on the calling card your nurse has provided you with.
Alternatively, please contact Marie Curie Direct on 0800 634 4520.
If you are not satisfied with the outcome of step 1, please write to:Dr Jane CollinsChief ExecutiveMarie Curie Cancer Care7th Floor89 Albert EmbankmentLondon SE1 7TP
When we receive a written complaint we will write back to you within two working days to confirm we have received your letter.
We will always do our best to give you a full reply as quickly as possible. We aim to give a complete reply within 20 working days from the receipt of your complaint.
However, it may take us longer to investigate your complaint fully, especially if the issues are complicated.
If you are unhappy about the way we handle your complaint, you may wish to contact:
The Parliamentary and Health Service OmbudsmanMillbank Tower MillbankLondonSW1P 4QP helpline: 0345 015 4033 (8:30am – 5:30pm, Monday to Friday) email: firstname.lastname@example.org
The care we provide is regulated by the Care Quality Commission.
Care Quality CommissionCitygateGallowgateNewcastle upon TyneNE1 4PAtel: 03000 616 161email: email@example.com
For the Marie Curie Hospices (Edinburgh and Glasgow):Healthcare Improvement Scotland (HIS)Elliot House8-10 Hillside CrescentEdinburghEH7 5EAtel: 0131 623 4300email: firstname.lastname@example.org
The care we provide is regulated by HIS.
For the Marie Curie Nursing Service:Care Inspectorate Compass House11 Riverside DriveDundee DD1 4NYtel: 0845 600 9527email: email@example.com
The care we provide is regulated by the Care Inspectorate.
Alternatively, you can contact the Care Inspectorate (if you are receiving care from the Marie Curie Nursing Service) of Healthcare Improvement Scotland (if you are receiving care from the Marie Curie Hospice) directly with any comments or complaints you may have – you do not necessarily need to follow the process outlined above.
For the Marie Curie Nursing Service:Care and Social Services Inspectorate WalesWelsh GovernmentRhydycar Business ParkMerthyr TydfilCF48 1UZtel: 0300 062 8800email: firstname.lastname@example.org
The care we provide is regulated by CSSIW.
For the Marie Curie Hospice, Penarth:Healthcare Inspectorate WalesBevan HouseCaerphilly Business ParkVan RoadCaerphillyCF83 3EDtel: 029 2092 8850email: email@example.com
The care we provide is regulated by HIW.
The OmbudsmanFreepost BEL 1478BelfastBT1 6BRtel: 028 9023 3821email: firstname.lastname@example.org
The care we provide is regulated by:The Regulatory and Quality Improvement Authority9th FloorRiverside Tower5 Lanyon PlaceBelfastBT1 3BT tel: 028 9051 7500 email: email@example.com
©2014 Marie Curie Cancer Care - Registered in England and Wales with Charity Reg No. 207994 and in Scotland with Charity Reg No. SC038731