Helpline complaints policy

Our helpline 0808 800 0303 aims to provide a high quality service to people with Parkinson's, their families and carers, and to professionals working with them.

We do recognise, however, that there are times when our services may not meet people's needs or expectations, and that occasionally things do go wrong.

When this happens it is important that we know about it so that we can deal with any problem quickly and effectively. It also helps us to continue to improve the quality of services that we offer.

If you have a complaint or would like to raise any issues informally, please contact us. All complaints are treated confidentially.

What to do if you have a complaint

Informal complaints

As a first step, please contact the helpline on 0808 800 0303 or email hello@parkinsons.org.uk to see if the problem can be resolved.

All team members will do everything they can to put things right.

Formal complaints

If you are not happy with the response, do not feel comfortable approaching a member of staff directly, or you feel that the matter is a more serious issue, you may wish to make a formal complaint either by telephone or in writing.

Your complaint will be acknowledged in writing within 48 hours. Where possible, the investigation will be completed with 14 days.

If you are unhappy with the response you receive, you have the right to appeal. Details of how to do this will be included in the initial letter we send to you.

To make a complaint, or to get a copy of the full complaints procedure, please get in touch:

• Email: complaints@parkinsons.org.uk
• Call: Tim Moore, Advisory Services Manager, on 020 7932 1346 or Val Buxton, Director of Policy, Campaigns and Information, on 020 7932 1351
• Write to: Tim Moore or Val Buxton, Parkinson's UK, 215 Vauxhall Bridge Road, London SW1V 1EJ

We also welcome all general helpline feedback, whether comments or suggestions.

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