Contact us

Find your local shop

Play our lottery

Make a donation

Our shops

Lottery

Donation

How to make a complaint or raise a concern

If something hasn’t gone as expected, or you’re unhappy with any part of our care or services, we want to know.

Your feedback helps us learn, improve, and make sure we’re providing the best possible support.

Scroll down to find out how you can make a complaint and what you can expect to happen once you do.

What can I complain about?

A complaint is any expression of dissatisfaction about something we have done, not done, or decided. It can be verbal or written, and it doesn’t need to be formal. If it matters to you, it matters to us.

You can also tell us about any concerns, even if you don’t want to make a complaint. Sharing concerns helps us understand what’s working well and where we can improve.

Anyone can make a complaint.

You can complain if you are:

  • The person affected.
  • A family member, friend or carer acting with the person’s consent.
  • A representative for someone who has died.
  • Someone acting on behalf of a person who lacks capacity (in their best interests).
  • A holder of Power of Attorney for health matters.
  • An MP raising a concern on behalf of a constituent.

If you’re complaining on someone else’s behalf, we may need their consent or evidence that you can act for them.

You can contact us in whichever way feels easiest:

  • Speak to any member of staff.
  • Call us on 01942 525 566.
  • Email: enquiries@wlh.org.uk.
  • Write to us at: Executive Team, Wigan & Leigh Hospice, Kildare Street, Hindley, Wigan, WN2 3HZ.

 

You don’t need to use any specific form or wording. Just tell us what happened and we will guide you through the process.

We can provide information in alternative formats such as braille, and we can arrange translation or interpreting services if English is not your first language.

Yes. Complaints should normally be made within:

  • 12 months of the event, or
  • 12 months of becoming aware of the issue.


Even if more than 12 months have passed, we still want to hear about your experience so we can learn from it.

However, the hospice may still investigate later complaints if it is reasonable and still possible to do so fairly.

Once we receive your complaint:

  • We will acknowledge it within three working days.
  • We will offer to discuss what happened, what you want to achieve, and how we will investigate.
  • We aim to provide a full response within 28 working days.
  • If there is any delay, we will keep you updated.

Our response will include:

  • An explanation of what we found.
  • Whether your complaint is upheld.
  • Any actions we are taking to prevent it happening again.
  • Any learning for the hospice or individuals involved.
  • Who to contact if you remain unhappy.


Raising a complaint will never affect the care you or your loved one receives. We are grateful when people tell us when something hasn’t gone well, as this helps us understand how we can improve.

Your complaint will be kept confidential and only shared with those who need to know. It will be recorded securely in the hospice’s incident system, not in your clinical record.

If your complaint relates to another provider, the hospice will ask your permission to forward it, as we are unable to investigate the services of other providers or businesses.

You can escalate your complaint in stages:

  1. Write to a member of the Executive Team or the Chief Executive (if they didn’t investigate originally).

  2. Write to the Chair of the Board of Trustees (address: Wigan & Leigh Hospice, Kildare Street, Hindley, Wigan, WN2 3HZ).

  3. If still dissatisfied, you can contact the relevant external body:

Yes, we investigate all complaints fairly, openly and without judgement.

Complaints help us learn, improve and continue to provide compassionate, high‑quality care.