NHS North West London Integrated Care Board
The NHS North West London Integrated Care Board's Complaints and Feedback department handles formal complaints regarding NHS services they commission or manage. You can submit complaints by phone, email, or post. The automated phone line is available 24/7 for leaving messages, which are processed during business hours. Common reasons for calling include submitting complaints, requesting call backs, and seeking resolution updates. Wait times can vary, but calls are typically returned during business hours. For quicker responses, consider emailing or using the web form. If unresolved, complaints can be escalated to the Parliamentary and Health Service Ombudsman within six months of the final response.
Updated 15 Dec 2025
Expected outcomes
- Submit formal complaint
- Request call back
- Provide consent letter
- Receive complaint updates
- Escalate to Ombudsman
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Details of complaint
- Personal contact information
- Consent letter
- Name
- Contact number
- Final response letter
Known issues
The automated phone line requires users to leave a message, which can delay response times as calls are returned during business hours. To avoid delays, ensure you provide all necessary details, including a signed consent letter if complaining on behalf of someone else. This requirement is frequent and can slow down processing if not included. For a faster resolution, consider submitting complaints via email or the web form. If your issue is not resolved locally, you can escalate it to the Parliamentary and Health Service Ombudsman within six months of receiving the final response from the Integrated Care Board.
