Learn how to make a complaint
How members of the public can make a comment or complaint
At the Royal Hospital Chelsea, we aim to welcome and include people, respect individuals, deliver the best we can, and help everyone to enjoy life here. It is important to us that everyone feels they are safe here, have been listened to, treated properly, and have received a good service from us.
So if you want to tell us how much you have enjoyed your visit, or wish to comment on how we can improve what we do, or have a complaint about how we have treated you or what you experienced, we want to hear from you and do what we can to resolve any problems, make improvements, or thank the staff who have contributed to your enjoyment.
Chelsea Pensioners and members of staff have other ways of feeding back to us.
Feedback and Comments
Often people feel more comfortable about suggesting improvements rather than making a formal complaint. It is easiest to make suggestions quickly and directly to a member of staff within the service concerned. Please feel free to speak to the relevant staff member about your suggestion or for department specific enquiries, please write or email using one of the contacts found here. All emails will be acknowledged within 5 working days.
How you can make a complaint
If a complaint is made at the time we will, if possible and appropriate, try to rectify the issue. If we are not able to resolve the issue at the time and you are not satisfied, you may make a formal complaint in the following ways:
- In person: Please ask to speak to the relevant manager.
- By telephone: 020 7881 5230 or https://www.chelsea-pensioners.co.uk/contactus
- By letter: Complaints c/o Private Office, RHC, SW3 4SR where your complaint will be logged and passed to the relevant departmental director.
- By email: RHCComplaints@chelsea-pensioners.org.uk
If you have difficulty in making a complaint the RHC will make all reasonable adjustments necessary to enable you to do so.
What we do
We shall acknowledge your contact within 5 working days, offer you a chance to discuss it, and let you know who is dealing with it. If an investigation is needed, we aim to conclude it within 28 working days, unless we agree a different time with you. If you are not happy with the way we have handled your complaint, you can ask for a review of the process, by calling the Executive Assistant to the Governor and Chief Executive on 020 7881 5230.