How to make a complaint

Our Board of Trustees is committed to fostering a culture in which customers, patients, service users, those raising funds for the hospice, and the public feel able to raise concerns or make complaints and in which Katharine House Hospice learns lessons to improve peoples’ experiences and to remedy defects in aspects such as (but not limited to) Katharine House Hospice’s policies, procedures, practices, staff attitudes, training, or the physical environment.

We strive to provide a high standard of service at all times, however, there may be occasions when you feel unhappy or disappointed with an aspect of the service you have received.

Your feedback is important to us as it helps to:

  • listen and learn
  • put things right when they go wrong
  • improve the way we provide our services

In most cases, the most suitable people to deal with your concerns are our staff who provide our services. We can normally resolve concerns, mistakes and misunderstandings quickly. However, if we cannot manage your concern this way, the complaints process is here to help you.

All complaints will be taken seriously and investigated fully. If you wish to make a complaint, you can do so either verbally or in writing.

Verbal Complaints

Ask to speak to the person in charge of the service and tell them that you wish to make a complaint.

Explain the issue that is concerning you, giving as much detail as possible.

The person you speak to will make a note of what you have said. If the person is unable to resolve your concern they will report it to a member of management. We will then be able to deal with your complaint and put steps in place to improve our services for the future.

Written Complaints

If you would prefer to put your complaint in writing or email, please be sure to include as much detail as possible and address it to the Director of Care, who, with the support of the senior clinical team, will ensure that your complaint is fully investigated and will write back to you addressing every issue you raise.

We endeavour to respond to complaints in 20 days by sharing our findings, outcomes and next steps where required.

Health and Social Care Regulator

The Care Quality Commission (CQC) is the independent regulator of health and adult social care services in England and, as such, regularly formally review the services we provide to ensure that we are meeting essential standards of safety and quality. The CQC welcome any comments, compliments or complaints which help them to monitor the services provided. The regulator will not deal or investigate complaints directly but will note your concerns for consideration during organisational assessment.

To share feedback with the CQC, please write to: CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA.

Integrated Care Board

As Katharine House Hospice receives some funding from the NHS, you could make a complaint through the NHS complaints procedure by contacting Staffordshire and Stoke on Trent Integrated Care Board (ICB). Complaints, compliments and enquiries are handled by the ICB patient services team. You can contact the ICB using any of the methods below.

Freephone: 0808 196 8861


Fundraising complaints

For any complaints relating to our Fundraising (events, appeals, etc.), please write to our Head of Fundraising.


Head of Fundraising
Katharine House Hospice
Weston Road
ST16 3SB


We work with Local Hospice Lottery to enable our local community to support us via a weekly lottery.

You can report a compliant or concern to Local Hospice Lottery directly and access their full complaints procedure via their website:

Alternatively, you can also contact our Head of Fundraising.

Retail complaints

If you wish to make a complaint regarding our retail shops, please write to our General Retail Manager.


Retail General Manager
Katharine House Hospice
Weston Road
ST16 3SB.

We Value Your Privacy

Katharine House Hospice and its subsidiary companies (Embrace Quality Care, KH Promotions, Katharine House Retail, KHH Development), take our responsibilities to protect your personal data seriously.

Find out how we use your data.

We should only be using your data with your consent and only using it for the purposes for which you have consented. These notices describes how the data is used, processed, shared, stored, and destroyed. If you have any questions, concerns, complaints or comments about our use of your data please email