Co-operation and competition dispute resolution: Complaints form

This form is for complaints relating to breaches of the Principles and Rules of Cooperation and Competition (PRCC). The first port of call for handling disputes is the responsible PCT. The SHA will not hear the case unless genuine attempt has been made to resolve the dispute locally.

Please remember that NHS Norfolk is keen to try and resolve disputes locally, and we have Case Manager (whose details are towards foot of the page) who will work with you on your complaints, concerns, inquiries on an informal basis if you feel this is more appropriate for you. This process is not intended to prejudice the formal Inquiry process, should you subsequently choose to opt for this route.

For reference, our Dispute Resolution Process can be found here

Complaints and Inquiries about potential breaches of the PRCC

The initial part of the form will enable you to review your complaint against our entry criteria, and it will be necessary for you to complete this checklist against our criteria to confirm you meet these, along with our terms and conditions. By completing the form you are confirming that you consent to the resolution of the complaint by way of the DRP. You are encouraged to raise all issues within a reasonable timescale in order that NHS Norfolk can contemporaneously investigate the matter and we will attempt to resolve your complaint within our published timescales, which is typically around twenty working days. Any extension to the timescale will be by agreement with the parties concerned.

NHS Norfolk will send a version of this submission to the parties named in your complaint. If your submission contains confidential information, you should indicate this clearly for redaction. This form is to be used to lodge the complaint and should contain only the detail necessary for an assessment to be made. If further information is required, it will be requested.

We will disclose your business name to the company or individual about whom you are complaining. NHS Norfolk recognises that there are some circumstances in which complainants prefer to remain anonymous but that may hinder the effectiveness of the investigation.

If your complaint meets our entry criteria and we decide to review your complaint, we may publish details of the complaint, including your business name, on our website.

If you want to raise a complaint the submission form is here

If you require further advice or assistance please contact:
Case Manager at John.Harris@norfolk.nhs.uk
Direct Dial: 01603 257226 or 07876 392978

Appealing against our review of your complaint

You should only complain to the SHA relevant to the issue you are raising i.e. in the geography concerned, or where the commissioner is based. If you are complaining about a cross-boundary issue (i.e. involving more than one SHA) you can complain to any relevant SHA, but we reserve the right to nominate the lead SHA for the purpose of resolving the dispute.

If you are appealing against the decision made by the PCT following their dispute resolution process, please click here.

Last updated: 22 February, 2010