Within NHS Bursaries we are committed to meeting your requirements and taking action when our services have not lived up to your expectations. As part of seeking continuous improvement, we operate a corporate procedure for dealing with complaints and appeals. This procedure is focused on using these in a positive way to:

• Ensure that all complaints are treated in a fair, objective and consistent manner
• Identify areas for improvement
• Take corrective and remedial action.
• Share best practice across our organisation.
• Continually develop our staff.

Our definition of a complaint

'An expression of dissatisfaction with the service provided by, and within the influence of, the NHS Bursaries Division'. There are occasions when a complaint registered is outside the direct influence of the NHS Bursaries Division, (for example complaints about the government policy on higher education financial support for students). Whilst we are not responsible for making these determinations, we will nonetheless use the information to inform the Department of Health for future policy consideration.

If you have reason to complain

We hope that most individuals and organisations using our services are satisfied with those elements over which we have direct influence. However, if you have reason to complain about any aspect of our service, we suggest that in the first instance you contact our helpline on 0845 358 6655 and we will try to resolve any concerns you may have.

Alternatively you can use bursarycomplaint@nhspa.gov.uk to send you concerns direct to our Customer Services Team.

Our Complaints Procedure

Although the administration of the NHS funded Bursaries is not covered by the NHS Complaints Regulations 2006, we do operate a similar procedure for dealing with complaints.

Those who are unhappy with the treatment or service they obtain from the NHS Bursaries Division are entitled to make a complaint, have it considered, and receive a response addressing their concerns.

A complaint can be made by a person affected or likely to be affected by the actions or decisions of the NHS Bursaries Division.

A complaint can also be made by someone acting on behalf of this person, with his or her consent. They should normally complain within 6 months of the event(s) concerned or within 6 months of becoming aware of the need to complain.

The process for dealing with complaints

We are committed to meeting your needs and taking action when our service has not lived up to your expectations. You can contact us by phone, email or in writing to raise any concerns you may have in the first instance.

Our Complaints Procedure features a three-stage process:

- Local resolution

- Formal Complaint

- Independent Review

Stage 0: The First Contact (Local Resolution):

Staff who work with customers can deal with the majority of issues quickly and informally. We anticipate that most customers can have their concerns resolved to their satisfaction at this stage.

Stage 1: Consideration by the Customers Services Manager (Formal Complaint):

If we are unable to resolve the matter at Stage 0 or if a customer wishes to formalise the process, then he or she can write directly to:

Paul Matthews
Customer Services Manager
NHS Student Bursaries
Room 219, Hesketh House
200-220 Broadway
Fleetwood FY7 8SS

Paul and his team will review your complaint and will respond to all of your concerns within 10 working days.

Our aim is to deal fairly and objectively with any complaint received. We will action every complaint received and will use our complaints procedure to seek improvement opportunities at all levels

Stage 2: Independent Review

If you are still unhappy after Stage 1 you can ask Paul to refer your complaint for independent review.

Appeals (If you think we have made a mistake, or if you disagree with our decision about your bursary application).

Customers who wish to query the outcome of their bursary application are entitled to have their application independently reviewed. You can ask for a review by writing to us at:

The Review Section
NHS Student Bursaries
Room 225, Hesketh House
200-220 Broadway
Fleetwood FY7 8SS

The Review Section considers whether bursary applications have been processed in accordance with the NHS Bursary Scheme. You will normally receive a response to your request within 10 working days.