Complaints

We welcome comments from patients about their experiences with us, whether good or bad. These help us improve our services for other patients in future.

We welcome comments from patients about their experiences with us, whether good or bad. These help us improve our services for other patients in future.

Patient advice and liaison service (PALS)020 7566 2324/2325

Moorfields Eye Hospital
City Road
London
EC1V 2PD

What this service does

Complaints are handled by our patient advice and liaison service (PALS).

We are committed to providing the best possible care for our patients, but we know that sometimes, things go wrong. If you feel that the treatment or service you received fell short of your expectations or you have cause for concern, please let us know.  We take all complaints very seriously, treat them confidentially, investigate each one individually, and endeavour to respond as quickly as possible. We acknowledge the importance of complaints and use them as an opportunity to learn how to improve our services and all aspects of the patient experience. 

How to make a complaint

You can make a complaint either by sending a letter to our patient advice and liaison service (PALS) team or by fillling out the form in the tell us what you think section of this website - click on the link to the right of this page.  If you want to discuss your complaint, please call the PALS team on 020 7566 2324/2325.

Try to make your complaint as soon as possible. This makes it easier for everyone involved to recall what happened and investigate more effectively. You should normally make your complaint within 12 months of the event(s).

Provide as much information as you can, including your full name and address and, if possible, hospital number.

Due to the Data Protection Act and patient confidentiality responsibilities, we cannot disclose any information to a third party without the written consent of the patient. If you are complaining on behalf of a relative or friend, we will need a signed letter from them giving their consent to discuss details of their care.