Tell us what you think

Making a complaint

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.

Step 1

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.

Step 2

If you are not satisfied with the outcome of step 1, please write to:
Dr Jane Collins
Chief Executive
Marie Curie Cancer Care
7th Floor
89 Albert Embankment
London 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.

Step 3

If you are unhappy about the way we handle your complaint, you may wish to contact:

England

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP helpline: 0345 015 4033 (8:30am – 5:30pm, Monday to Friday)
email: phso.enquiries@ombudsman.org.uk

The care we provide is regulated by the Care Quality Commission.

Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
tel: 03000 616 161
email: enquiries@cqc.org.uk

Scotland

For the Marie Curie Hospices (Edinburgh and Glasgow):
Healthcare Improvement Scotland (HIS)
Elliot House
8-10 Hillside Crescent
Edinburgh
EH7 5EA
tel: 0131 623 4300
email: comments.qis@nhs.netm

The care we provide is regulated by HIS.

For the Marie Curie Nursing Service:
Social Care and Social Work Improvement Scotland (SCSWIS)
Compass House
11 Riverside Drive
Dundee DD1 4NY
tel: 0845 600 9527
email: enquiries@scswis.com

The care we provide is regulated by SCSWIS.

Wales

For the Marie Curie Nursing Service:
Care and Social Services Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ
tel: 0300 062 8800
email: cssiw.southeast@wales.gsi.gov.uk

The care we provide is regulated by CSSIW.

For the Marie Curie Hospice, Penarth:
Healthcare Inspectorate Wales
Bevan House
Caerphilly Business Park
Van Road
Caerphilly
CF83 3ED
tel: 029 2092 8850
email: hiw@wales.gsi.gov.uk

The care we provide is regulated by HIW.

Northern Ireland

The Ombudsman
Freepost BEL 1478
Belfast
BT1 6BR
tel: 028 9023 3821
email: ombudsman@ni-ombudsman.org.uk

The care we provide is regulated by:
The Regulatory and Quality Improvement Authority
9th Floor
Riverside Tower
5 Lanyon Place
Belfast
BT1 3BT
tel: 028 9051 7500
email: info@rqia.org.uk