New complaints process

From 1 April 2025 Berkshire West, Oxfordshire and Buckinghamshire ICB will take responsibility for handling complaints for residents in the area; this was previously managed by the South East Complaints Hub.

What does this mean for a complaint?

There are two ways people can make a complaint about dentists, opticians or pharmacies:

• They can complain to the NHS healthcare provider:  or
• They can complain to the commissioner of the service.

BOB ICB already has a complaints and Patient Liaison service and team with skills and experience to deliver an effective operating model for complaints handling, while adhering to the NHS Complaints Regulations 2009.

Bringing primary are complaints in-house will align the service with other complaints already being managed and enable the local teams to identify themes, trends and to capture learning to change service delivery and drive improvements going forwards.

The Complaints Team at BOB ICB can be contacted using the details below:

• Phone: 0118 982 2720
• Email: bobicb.palscomplaints@nhs.net