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Complaints Policy

We strive to ensure that the experience you receive from Nightingale is excellent from start to finish. Where this is not the case or where you have any concerns regarding the Nightingale service we would love to hear from you.


  • Call us on 0800 318 559
  • Email us at mail@gbhl.co.uk
  • Write to us at Nightingale, 45 Lambourne Crescent, Cardiff Business Park, Cardiff, CF14 5GG

We will confirm receipt within seven days and look to take appropriate action within three weeks. You will then be provided with an explanation and an outcome.

Escalating Your Complaint

If, after a reasonable time period, you feel that your complaint has not been successfully resolved you can make a complaint to the NHS at the following address(es):

If you live in Wales:

Cardiff & Vale University Health Board HQ, University Hospital of Wales, Heath Park, Cardiff, CF14 4XW

Email: concerns@wales.nhs.uk

Phone: 029 2074 4095

If you live in England:

NHS England, PO Box 16738, Redditch, B97 9PT

Email: england.contactus@nhs.net

Phone: 03003 112233

If you require assistance in completing this form, please give our Customer Care Centre a call on 0800 318 559 and they will be happy to help.