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Concerns and complaints about Patient Care and Experience

We are focused on providing the best care and support that we can.  However, we are aware that sometimes we may not get it quite right.  If that happens, we would like to know about it as soon as possible.  This will help us to give you the service you deserve and help us to improve our services for others.

We understand that you might feel uneasy discussing any issues you have with us, because you fear it might affect you or your loved one’s day-to-day care, or the relationships you have built with our staff. However please be reassured that any matter brought to our attention will be dealt with quickly and in confidence. If you have an issue or complaint that you wish to bring to our attention, you can do so in the following ways:

  • Speak to a member of staff currently caring for you / your loved one. They will be able to deal with the complaint or advise you on how to contact the right person who can deal with it.
  • Contact Angeline Brooks, our Head of Quality and Assurance via any of the following means:
    • Telephone: 01372 461 866,
    • Email: quality@pah.org.uk
    • In Writing: Princess Alice Hospice, West End Lane, Esher, Surrey, KT10 8NA

When receiving a complaint, we will be in touch to ascertain how you would like us to be in contact during the investigation process and confirm how you would like a response provided. We will take up to 28 days to review your complaint and provide a response. If for any reason we cannot meet our original timeline, we will let you know and keep you up to date on the progress so far.

When we investigate your complaint, we will aim to:

  • Find out what happened and what went wrong.
  • Make it possible for you to discuss the problem in more depth if you would like to do so.
  • Make sure you receive an apology where this is appropriate.
  • Identify what we can do to make sure the problem does not happen again.

If you wish to make a comment to an independent body you may contact our registration authority, the Care Quality Commission (contact details can be found on their website).

Queries, comments or complaints about our furniture collection service

If you have a query, comment or complaint about our furniture collection service, please contact your nearest Princess Alice Hospice furniture shop. The shop manager will liaise with BoxMove, the company who fulfil collections on our behalf, if required. In the unlikely event of an unresolved issue such as accidental damage to property, Princess Alice Hospice will liaise with Box Move in relation to any potential liability and take appropriate action.

Our Furniture shops are: Barnes, East Molesey, Epsom, Hounslow, Kingston, Staines, Sunbury Cross, Sutton, Walton, and West Ealing.

If for any reason this doesn’t resolve your query, comment or complaint, please contact our Customer Experience Team via customerexperience@pah.org.uk or 01372 461808

Concerns and complaints about Princess Alice Hospice shops

If you wish to make comments or a complaint regarding our shops, please contact our Customer Experience Team


01372 461 955

Concerns and complaints about fundraising activities

If you wish to make comments or a complaint regarding fundraising activities, please contact our Customer Experience Team


01372 461808