Our Quality Promise

Our NHS Complaints helpline promise to you

We will:

  1. treat you and your call with courtesy and respect
  2. ensure we understand what you need from us so that we can help your ourselves or point you to others who can
  3. establish whether you have any communication or special needs so that we can help you better
  4. give you clear and honest information
  5. always explain our approach to confidentiality and to protecting your information
  6. always encourage you to tell us how we did and how we can do better



Our NHS Complaints Advocacy service will:

  1. give you the service that you want
  2. protect people from harm
  3. give clear and honest information
  4. respond to you within 2 working days
  5. get better at what we do

Quality and staff training

Providing a quality service is something we hold in the highest regard.

All of our advocates hold the National Advocacy Qualification (NAQ) and VoiceAbility has achieved the industry quality standard for advocacy – the Quality Performance Mark (QPM).

We are also members of members of DIAL UK (Disability Information and Advice network) and Disability Rights UK and the Helpline Association.

We develop many of our own services in partnership with the people we work with, incorporating their views and suggestions into our models of work. Working in this way, we ensure that the type of work we offer fits with the needs of each client group and represents the best way of working.

All of our staff receive training in:

  • NHS constitution, complaints regulations and guidance
  • The Ombudsman’s Principles and Procedures
  • Equality and Diversity and Human Rights,
  • Safeguarding and risk management
  • Guidance provided by NICE, CQC, Healthwatch and other organisations
  • Accessing and signposting local services and guidance
  • Communications skills