Comments and complaints

If you'd like to share a comment or complaint with us, please select the relevant area below.

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.

If you have an concern 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: [email protected]
- 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.

We are only able to review complaints relating to care that has occurred in the last 12 months. Complaints older than 12 months can still be made, however, we cannot guarantee that a full investigation will be possible.

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).

Feedback about Princess Alice Hospice shops, furniture collection or fundraising activities

Whether you have suggestions, compliments, or complaints, we want to hear from you. Please share your thoughts and experiences with us so we can continue to enhance our services and make a positive impact.

How to provide feedback or make a complaint:

Email Us: Send your feedback to our Customer Experience Team at [email protected].

Call Us: Speak directly with our Customer Experience Team by calling  01372 461808

Take our survey

Please choose the appropriate survey below:

Retail Supporters Survey: Share your thoughts on your shopping experience, including donating goods, and furniture collection.

Fundraising Supporters Survey: Provide feedback on our fundraising events, donation process, and overall experience.

Your input is invaluable, and we are committed to addressing your concerns and implementing your suggestions.

How We Manage Complaints:

We take all complaints seriously and are committed to addressing them promptly and effectively. When you submit a complaint, our dedicated Customer Experience Team will review it thoroughly and take appropriate action to resolve the issue. We aim to acknowledge your complaint within 2 working days and strive to ensure that every concern is handled with care and that you receive a satisfactory resolution.

We comply with the Fundraising Regulator guidelines to ensure our practices meet the highest standards. Complaints | Fundraising Regulator

Please note, if you have a query, comment or complaint about our furniture collection service, please contact our Customer Experience Team as per above. We will liaise with BoxMove, the company who fulfil collections on our behalf, until the matter is fully resolved.

Thank you for your continued support!

Concerns and complaints about the use and security of your personal data

The Hospice takes its obligations under the UK GDPR and the Data Use and Access Act 2025 very seriously and we welcome the opportunity to make things right.

When we refer to ‘personal data’ we mean information that contains your name or anything that can identify you or another living individual.

Please use this form to report a comment or concern about your personal data rights. We aim to respond within 2 weeks, although more complex queries may take longer to resolve.

Alain Bakas

We will never be able to thank the team at Princess Alice Hospice enough for the love, care, dignity, and compassion they showed our papa and our whole family. They cared for my papa for a month, and then welcomed him back again for his final 8 days before he passed on 3rd April 2026. Every single member of staff became like family to us during the hardest time of our lives. Their kindness, patience, support, and genuine compassion will stay in our hearts and minds forever. They not only cared for our papa with dignity and respect, but they also supported all of us emotionally every step of the way. We are so grateful for everything they did for our papa and for the comfort they brought him in his final days. Thank you again to the entire team for the incredible work you do every day. You are truly special people, and we will never forget you.

Darek Kubik

The shop in Claygate on Parade is well run and stocked place. The manager Mrs Roheana is helpful and friendly person...well done

Nicola Jeebaun

So grateful for the kind and caring team at Easher. They supported us so much while spending our last days with mum Will always be grateful From the Greenaway family

Stephen Nicholson

I'm deeply grateful for the exceptional care and support provided by Princess Alice Hospice in Esher. Their warm and helpful staff made a significant difference during a difficult time after losing my grandfather to prostate cancer in July 2017. The bereavement team and therapy offered were invaluable in helping me cope with the loss and navigate my grief. I'm thankful for their kindness and dedication. Massive shout out to Lynne my bereavement councillor who was incredible with me, I’ll never forget you.

Jo G

My Mum was there for 3 weeks before she passed away in Nov . The staff and level of care was amazing, she was loved by the staff. They couldn't of done more for her. Myself and my sister were also supported. We donated a large memorial feather in our Mums memory. It's such a shame that most if their funding comes from donations.

Robert Crapnell

1st class care for my wife, I will never forget the care and attention. My will has provsion to say thank you.

Ruby Bhurji

My dad passed away in jan 26th 2005. The staff was amazing. So supportive through our difficult times. They really looked after dad. They always had a smile on their faces. So grateful for everything they did for dad and us. Just want to say a big thank you and keep up with all the hard work you all do.

Rosanna Stech

The call out night service team of Princess Alice were amazing with my Granny in her last few days. She was able to stay in her own home and have their amazing team look after her when we called them. I would like to especially say a big thank you to Camilla who was always so cheerful, professional and put us at ease when we really needed it. She would remember our family members names despite being called out to a number of houses every evening and was always a reassuring voice when she answered the phone. She made a real difference to my Granny’s end of life and I wouldn’t have wanted her to be under any other care. Thank you from the bottom of our hearts.

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Concerns and complaints about Patient Care and Experience

Feedback about Princess Alice Hospice shops, furniture collection or fundraising activities

Concerns and complaints about the use and security of your personal data

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